General Information

Req #
WD00025341
Career area:
Services
Country/Region:
Brazil
State:
São Paulo
City:
Sao Paulo
Date:
Monday, May 9, 2022
Working time:
Full-time
Additional Locations: 
* Sao Paulo - São Paulo - Brazil

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

The one thing that’s missing? Well… you...

Description and Requirements

Position Description:

Lenovo’s WW Customer Experience (CX) Project and Insight Manager for South America will be responsible for assisting with the overall Lenovo CX Initiative. Assisting with the coordination and cadence of the overall WW CX BMS and owning the data and delivering the insight from the assigned channels and routes. WW CX Project and Insight Manager will ensure we hear our customers at all phases of their relationship with Lenovo and provide back the actions and insight to our BUs to deliver our desired Lenovo Experience throughout the customer journey.  The position is based in South America.  

 

The WW CX Project and Insight Manager has direct responsibility for: 

        Develop a deep understanding of the desired Lenovo CX platform and attributes and overall CX mission

        Develop a deep understanding of the customer journey including touch points and moments that matter across  

customer segments

• Be able to provide insights and analysis to the different metrics, measures, and sources of feedback on how we are performing across the customer journey, customer segments and touchpoints utilizing but not limited to Lenovo’s Voice of the Customer (VoC) listening posts including Transactional and Relationship surveys, Unsolicited Feedback, Social Media Feedback, and various internal measures (quote, delivery speed and accuracy, first contact resolution, retention, etc.)

• Be able to identify weak points across the Customer Experience in assigned segments and support with internal and external data sources available. Works with key Geo contacts, business leads, and stakeholders with identifying and prioritizing initiatives that will improve the customer experience

• Works with the CX Program Manager and stakeholders in managing the Geo survey deployment process.

• Assist with organizing and preparing materials needed for the cross-functional WW CX BMS

• Manages the Geo Alert and Closed-Loop process; identifies opportunities for Outer-Loop initiatives that impact CX and business metrics

• Assist with determining root causes, action planning, and tracking of issues and objectives through various segments through closure

• Assembles materials and presents content as part of CX Governance readout

• Provides ongoing Geo CX communication

• Performs other related duties and activities as required

* Sao Paulo - São Paulo - Brazil