General Information

Req #
WD00002395
Career area:
Customer Experience
Country:
United Kingdom
State:
Renfrewshire
City:
Renfrew
Additional locations:
SK - Bratislava
Date:
Wednesday, June 9, 2021
Working time:
Full-time

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 not just a Fortune 500 company, we’re one of Fortune’s Most Admired. We’re in 180 countries, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, we help millions—not just the select few—experience our version of a smarter future. 

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

Description and Requirements

Would you like to become the voice of our customer to drive transformation within EMEA? Can you champion change in processes and systems to drive enhanced customer satisfaction?

As our new Customer Experience (CX) Program Manager (PM) you will be responsible for driving the EMEA CX Initiative. You will ensure that we hear our customers at all phases of their relationship with Lenovo. You will own the coordination and cadence of all CX streams, including key stakeholders and leaders from sales as well as functional teams. You will engage in discussions with customers to gain deeper understanding of their specific needs, ensuring these are  incorporated into the sales and other transformation initiatives to enhance the overall customer experience. You will report to our Sr. Manager of Project Management based in Glasgow. 

What will be your tasks in this role? 
Developing a deep understanding of the Lenovo CX platform & the overall CX mission 
Understanding the various customer touch points across assigned segments and routes 
Driving the CX Survey process, from initiation through to closed loop feedback 
Guiding sales and non-sales teams in effective client issues resolution and handling customer escalations 
Collating the various metrics, measures, and sources of feedback to identify weak points across end to end E2E Customer Experience in assigned segments/routes and support with internal and external data sources available 
Organizing and preparing materials needed for the cross-functional meetings 
Establishing initiatives to address identified problem areas, both within the geo and across the broader organization 
Working closely with the WW CX organization on approaches and the various ways we gather customer feedback 
Planning and developing ideas aimed at measurably increasing our key CX targets and objectives 
Managing GEO CX communication, documentation, training and CX initiatives (i.e.CX champion award, CX day)

What do we expect? 
8 – 10 years of experience in a customer related role such as Program Manager/Leader, Project Manager or other customer experience related role 
Experience working in a global company with a matrix organization as you will be cooperating with internal stakeholders & customers across the whole of EMEA 
You can work individually, own & drive your actions and programs, and enjoy working in a remote environment 
Fluent English speaking skills
Project management experience would be very helpful for you but not mandatory 

What we will offer you: 
• An open and stimulating environment within one of the most forward thinking IT companies 
• Flat structures and fast decision-making processes 
• A modern and flexible way of working to combine personal and professional life 
• An international team with a high focus on diversity 
• We are flexible about the location of this role across Europe. Note valid for Slovakia only: Base gross monthly salary from 3300 EUR, depending on experience + variable part. For the UK and other countries, the salary details will be discussed during the recruitment process

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.