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Director of Customer Experience Strategy

2 months ago

Vancouver, Washington, United States HP Full time
Job Title: Director of Customer Journey Mapping and Curation

HP is seeking a seasoned leader to drive the development of customer-centric experiences across the organization. As the Director of Customer Journey Mapping and Curation, you will lead a team of experience designers and curators in creating end-to-end customer journeys that deliver exceptional experiences for HP's global customer base.

Key Responsibilities:
  • Lead a team of experience designers and curators in documenting 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 process to ensure 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
What We Offer:
  • A comprehensive benefits package, including health insurance, dental insurance, vision insurance, long-term/short-term disability insurance, employee assistance program, flexible spending account, life insurance, and generous time off policies
  • A competitive salary range of $146K to $234K annually, with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only)
HP is an Equal Opportunity Employer:

HP provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation, or any other characteristic protected by applicable national, federal, state, and local law(s).