Job Information
HP Inc. Customer Experience Design Lead in Vancouver, Washington
Job Summary:
We are seeking a Customer Experience (CX) Design Leader to optimize the enterprise customer journey from onboarding through renewal within HP's Customer Experience and Enablement Organization. This role is essential for creating a seamless, engaging experience tailored to enterprise clients, enhancing each stage of the customer lifecycle, and fostering strong, lasting relationships. The CX Design Lead will work cross-functionally to identify process improvements, enhance journey touchpoints, and drive customer satisfaction.
Key Responsibilities:
Process Optimization for Enterprise Customer Journey
Map and evaluate the end-to-end customer journey from onboarding through renewal, identifying areas of friction and improvement.
Design and implement streamlined, customer-friendly processes that deliver a consistent, high-quality experience across all stages of the customer lifecycle.
Collaborate with multiple organizations to ensure integrated workflows, maximizing continuity and efficiency in customer interactions.
Customer-Centric Experience Design
Facilitate design sprints and workshops with stakeholders to co-create journey processes that meet the specific needs of enterprise customers from onboarding through renewal.
Conduct journey mapping to analyze each touchpoint, ensuring continuity and alignment across the customer experience.
Leverage customer feedback and data to anticipate and exceed customer expectations, making data-driven adjustments to the customer journey.
Strategic Collaboration and Alignment
Work closely with leadership across HP's Customer Experience and Enablement Organization and other departments to align journey enhancements with broader enterprise objectives.
Partner with IT, Product, Marketing, and other relevant teams to introduce technologies and tools that elevate the customer experience, improving process efficiency and satisfaction.
Performance Measurement and Continuous Improvement
Define and monitor KPIs to measure the impact of journey improvements on customer satisfaction, engagement, and retention.
Utilize data insights and customer feedback for continuous refinement of the journey, adapting processes to meet evolving customer and business needs.
Develop and present reports to leadership, offering insights and recommendations to support data-driven decision-making.
Required Skills and Qualifications:
Experience
5+ years in Customer Experience, Process Design, or a related field, with a proven track record in optimizing customer journeys for enterprise clients.
Strong understanding of the enterprise customer lifecycle, with experience in process design across onboarding, engagement, and renewal.
Background in B2B or enterprise environments is preferred.
Technical Skills
Proficiency with journey mapping and process workflow tools (e.g., Miro, Lucidchart).
Familiarity with CRM, ERP, and data analytics platforms.
Strong analytical skills for data-driven decision-making and journey optimization.
Soft Skills
Excellent communication, facilitation, and presentation skills.
Customer-centric mindset with a strong problem-solving approach.
Collaborative team player, capable of effectively working with multiple organizations and cross-functional teams.
Why Join Us?
As a CX Design Lead, you will play a critical role in shaping and enhancing the enterprise customer journey from onboarding through renewal, directly impacting customer satisfaction and long-term loyalty. This position offers a unique opportunity to drive customer-focused process improvements and be a part of HP's commitment to exceptional customer experience. If you are passionate about creating impactful, customer-centered journeys, we invite you to join our team!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.