Customer Journey

We're looking for a highly skilled, motivated, and experienced professional to join our HP Industrial Printing organization as the Customer Journey & Experience Manager.

In this crucial role, you'll be responsible for developing and implementing robust processes, KPIs, quality improvements, and change management programs related to the Total Customer Journey and Customer Experience. Collaboration with global sales, engineering, supplies, and services delivery teams is key to ensuring a seamless experience for our Industrial Printing Services Providers (PSPs).

Key Responsibilities:

- Lead the development and optimization of end-to-end programs/processes for the Total Customer Journey/Experience in the industrial printing segment, covering customer prospecting, sales, training, installation, support, and supplies chain.
- Collaborate closely with cross-functional Industrial Printing teams to ensure robust integration of marketing strategies and post-sales services and supplies, fostering a seamless customer experience.
- Drive customer satisfaction initiatives by implementing and managing Customer Satisfaction Survey tools, including Net Promoter Score (NPS), to gather valuable insights for continuous improvement.
- Support the implementation and maintenance of CRM processes and tools, such as ServiceNOW CSM, Microsoft Dynamics, and quality survey tools, to enhance customer engagement and retention.
- Utilize quality standards, including ISO, TQM, Lean Six Sigma, and business process management, to improve overall customer experience and operational efficiency.
- Experience with Continuous Improvement, Customer Centric Initiatives, Partner Relationship

Qualifications:

- Superior degree in Marketing, Business Administration, or Quality Engineering related field; MBA preferred.
- Minimum 3+ years of experience in Customer Journey/Experience management, with a focus on the B2B segment.
- Solid background in project management best practices (PMP, Agile, or Lean Six Sigma highly preferable).
- Experience with Net Promoter Score (NPS) and other tools for measuring customer satisfaction.
- Familiarity with major players and products in the industrial segment, demonstrating an understanding of marketing aspects within the industry.
- Proficiency in English with excellent negotiation, communication, workgroup, leadership, and executive/C-Level presentation skills.
- Solid and proven experience leading organizational Change Management initiatives.

Preferred Skills:

- Experience working with multi-regional/multi-disciplinary teams.
- Experience working with clients in the graphics segment.3
- Knowledge of the global printing market and emerging trends.
- Familiarity with ServiceNOW CSM, Microsoft Dynamics, Salesforce, Medallia, Qualtrics, and other relevant tools.
- Previous experience in Process Design, Business Process Management and workflows.

Being part of HP means access to an international community with lots of growth opportunities within the company, professional development resources, networking opportunities, while enjoying in a great atmosphere making an impact.
- You will be able to choose to either work office-based or hybrid work style.
- Flexibility to keep a good work life balance.
- Health & Life insurance.
- Lunch at reduced prices at our canteen/ ticket restaurant vouchers.
- HP product discounts.
- Flex optimization program: Kindergarten tickets, public transportation tickets.
- Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning.
- Women, Pride, Young employees, Multicultural, Sustainability and Disability Just a few of our fantastic global business networks you can get involved with locally.
- We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day
- Our HP Barcelona campus’ in Sant Cugat del Vallès is an inspiring diverse and inclusive venue to meet, engage and co-create with your colleagues from all over the world: flexible work, collaborative spaces, sports and leisure areas (gym, tennis court, soccer field or a basketball court).