Director of Customer Experience Strategy and Innovation

3 days ago

Spring, Texas, United States HP Development Company, L.P. Full time

Job Description:

HP Development Company, L.P. is seeking a highly skilled and experienced Director of Customer Journey Mapping and Curation to lead our team of experience designers and curators. This role is responsible for defining and implementing a world-class customer experience strategy that aligns with HP's vision and goals.

Key Responsibilities:

  • Lead a team of experience designers and curators to document existing product, service, and experience journeys.
  • Propose individual task journeys and integrate these individual tasks into customer-centric end-to-end journeys.
  • Validate execution of online shopping journeys.
  • Execute product experience validation processes to ensure that HP's products and services deliver against the value proposition and customer promise.
  • Partner with business teams to identify opportunities to drive business outcomes from improved customer experiences.
  • Define experience performance metrics to ensure a set of objectively verifiable metrics are established during the development process and monitored in deployment.
  • Drive constant refinement of experiences based on performance results and customer feedback.
  • Create the Center of Excellence for Journey Mapping and Design Thinking at HP.

Requirements:

  • 10+ years of proven successful track record in experience design, design thinking, and product management.
  • Extensive experience leading teams.
  • A proven track record of driving cross-group projects and leading through influence.
  • Formal academic training in design thinking and/or experience design.
  • MBA highly desired, or advanced university degree.

Knowledge and Skills:

  • Design Thinking: This leader must have both formal training and extensive experience in driving a design thinking approach to product, service, and experience design.
  • End-User Design/flows: You must have experience in designing user interfaces and flows, although you need not be a graphical designer.
  • Empathy: In particular, this leader must have passion for the customer and empathy for the aspirations and pain points that they face.
  • Technology: This leader must have a passion for technology. While you need not be an engineer, you need to have strong understanding of technology in terms of what is possible-now and in the future.
  • Cross Group Collaboration: Success in this job depends on the ability to influence leaders with many priorities to deliver the best possible customer experience.
  • Data Driven: Success depends on the ability to use data to drive decisions and buy-in.
  • Strategic Planning & Implementation: Orchestrates the development of strategic plans that reflects HP's passion for the customer and customer experience.
  • Execution Management: Collaborates effectively with HP BUs and value chain partners to ensure operational responsiveness to challenges, and alignment with business imperatives.
  • Executive Presence: Must be able to land ideas and strategies with senior leaders.
  • Problem Solving: Approaches problems in a rational manner using sound strategies that ensures comprehensive understanding and effective resolution.
  • Leadership: Able to lead effectively in a complex and political environment and deliver results; Able to influence without direct authority; Able to balance between competing priorities and be flexible and creative; Able to drive team performance to world class; Able to create and build highly effective teams and organizations; Able to communicate effectively across multiple levels in HP and the industry.

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