Lenovo

Lenovo Experience Group (LXG)

This is highly visible role, and the individual will be reporting directly to the Director of Consulting & Operations, acting as CX subject lead and resource for the broader Lenovo CX Community.  Responsibilities will span across the Lenovo Customer Experience (CX) team and will provide guidance and support to Regional PCSD and ISG Consultants and Focals.

Strategy Development:

• Execute the Customer Experience (CX) team strategy.
• Collaborate with cross-functional teams including Lenovo Experience (LXG) teams to drive CX initiatives.
• Identify key opportunities and challenges within the Consulting and Operations team and develop innovative solutions to address them.
• Identify and recommend implementation of CX best practices ensuring progression of next level CX maturity for the organization.
• Maintain oversight of all Lenovo related action plans, consulting with CX Focals and Consultants ensuring initiatives are driving improvements in CX, Operational and Financial outcomes.

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Customer Insights and Analysis:

• Utilize AI-data analytics and customer feedback to gain insights into customer behavior, preferences, and pain points.
• Assure sound business decisions incorporating sound statistical methods and principles.
• Monitor key performance indicators (KPIs) related to customer loyalty and satisfaction, tracking effectiveness of CX initiatives / action plans.
• Ongoing monitoring and reporting of KPI targets.
• Assist in the yearly KPI target setting.
• Support for Employee Experience (EX) initiatives.

Technology and Innovation:

• Stay abreast of emerging trends and best practices in CX management and recommend innovative approaches to continuously improve CX.
• Drive innovation throughout the Voice of the Customer (VOC) process.

Communication and Reporting:

• Provide effective communications to leadership and stakeholders on CX initiatives, progress, and outcomes.
• Prepare and present regular reports and dashboards outlining key metrics, insights, and recommendations for optimizing the customer experience / journey.

CX Governance:

• Support for all Business-Critical Executive Governance meetings.
• Customer Journey Management:
• PM for ensuring completion / resolution of all workstreams generated from the project.  Determine ROI for all changes made.

Experience & Qualifications:

• Bachelor’s degree in Math, statistics or engineering. Preferred master's degree in business
• CCXP preferred.
• Experience in applying strong statistical principles and concepts that validates data performance, Key Performance Indicators (KPIs) and survey sampling methodologies.
• Proven track record of successes in a customer experience or related role, preferably in a global organization.
• Strong analytical and statistical skills knowledge with the ability to interpret data and insights to drive strategic decision-making.
• Excellent communication skills with the ability to influence and collaborate effectively across all levels of the organization.
• Deep understanding of customer experience (CX) principles, methodologies, and best practices.
• Experience working with CX technology platforms and tools.
• Demonstrated ability to think creatively and innovate in solving complex customer experience challenges.
• Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
• Ability to facilitate and guide groups, helping them find the answer and engage in co-creation of solutions.
• Ability to interpret data and insights to drive CX objectives.
• Ability to be strategic and tactical.
• Effective presentation skills including familiarity with presenting at an executive-senior leadership level.
• MSOffice and PowerBi skills