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Americas Customer Experience Director
Hewlett-Packard
Houston, TX, United States
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The Company
HP is a technology company that operates in more than 170 countries around the world. We provide technology and services that help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams. We apply new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work.
No other company offers as complete a technology product portfolio as HP. We provide infrastructure and business offerings that span from handheld devices to some of the world's most powerful supercomputer installations. We offer consumers a wide range of products and services from digital photography to digital entertainment and from computing to home printing. This comprehensive portfolio helps us match the right products, services and solutions to our customers' specific needs.
Who we are
We are the leading printing and personal systems technology company in the world, and we are here to create technology that makes life better for everyone everywhere.
In an ever-changing, connected world, HP Inc. keeps reinventing itself, its technologies, and what tomorrow holds—so industries, communities, and individuals can keep reinventing how they operate, ideate, and create what matters the most to them.
We operate with the heart, creativity, and energy of a startup, and with the brain, muscles, and determination of a Fortune 100 corporation. We will use this unique combination, along with our 50,000 world-class employees and 76-year legacy of innovation, to engineer experiences that amaze our customers.
What we stand for
We believe in a Blended Reality created by the fusion of the physical and digital worlds. We believe
We create technology that makes life better for everyone, everywhere. We engineer experiences that amaze. That's just who we are. It's what we do.
Now it's your turn! It's up to you to make the world a better place to live and work. We are here to help you achieve that and be the best version of you.
Key Responsibilities
HP aspires to be the best technology services provider on the planet. We need a seasoned leader who can plot the course and drive strategic changes across the Americas region.
• Think and act as Chief Customer Officer for Americas region and advocate for changes that will amaze our customers and earn their loyalty
• Walk in the customers shoes through every process and every scenario to get grounded in realities
• Provide customer-driven insights via careful analysis and measurements that illustrate mission-required changes
• Define the strategic objectives, priorities and roadmap to achieve our mission
• Influence the thinking of senior executives across all functions
• Provide thought leadership on cultural/behavior change, customer-based thinking, process analysis and process improvement methodologies
• Inspire and motivate your own direct staff, as well as others not under your direct chain
• Develop a positive and productive network of relationships across all areas of the business
• Oversee implementation of change roadmap
Experience and Education
• 10+ years of experience of successful deployments of Lean, Six Sigma, and Customer Journey mapping methodologies, or equivalent
• 10+ years operating and influencing change at senior levels in large, complex, multi-function, multi-location organization
• 15+ years of people management experience, ideally with significant time spent in customer services organization
• Proven track record networking and influencing the thinking of senior executives across all functions
• Strong process and analytical skills to handle big data without getting lost or drawing the wrong conclusions
• Relevant academic qualification e.g. Industrial Engineering, ASQ Black Belt, or equivalent