General Information

Req #
Career area:
United States of America
North Carolina
Additional locations:
US - Atlanta, US - Austin, US - Mobile
Monday, November 22, 2021
Working 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 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

Lenovo’s PC & Smart Devices (PCSD) Customer Experience Team seeks an experienced B2B Relationship Survey Program Owner to join its Morrisville, NC-based team. You will be expected to significantly impact how we look at data, hear our customers, and share those insights with stakeholders in this role. The successful candidate will have solid analytical, collaboration, cross-functional leadership, project management, and communication skills to work effectively in a fast-paced and dynamic environment.

This position provides Enterprise Feedback Management (EFM) operational, design, and engagement support.  The candidate will

Primary responsibilities will include the following:

Vendor Management

  • Manage Confirmit Support hours and allocations
  • Manage the day-to-day relationship with Confirmit Resources
  • Lead extended support request approval process
  • Invoicing and Billing processes

EFM Operations Management

  • Manage, govern and validate requests for new surveys, and Intake funnel
  • Ensure Survey design best practices
  • Manage EFM Professional User License access and operations

Survey Program Support and Operations

  • Own and drive survey onboarding
  • Facilitate active survey design change requests
  • Coordinate with vendor and stakeholders for survey launch & testing

EFM Issue Resolution and Support

  • An ongoing point of contact for any issues or enhancements
  • Coordinate vendor support calls to address issues, answer queries, etc.
  • Manage RVA User Access list audit and update processes

EFM Subject Matter Expertise

  • Manage Overall survey inventory and end to end processes
  • Design, Develop, Implement and Maintain CX Dashboards
  • Primary POC for hands-on activities in Confirm IT
  • Facilitating Translations for new languages or wording

Required Qualifications:

  • 3+ years experience with Enterprise feedback management tools like ConfirmIT, MaritzCX, and Medallia.
  • 3+ years of experience with data collection, evaluation, reporting, and analysis
  • Bachelor’s degree in statistics, computer science, data science, or another related field
  • 3+ years working in primary marketing research, preferably in a technologies-related industry
  • 3+ years developing senior leadership presentations

Preferred Qualifications:
• Experience designing research plans e.g. exploratory, descriptive, relationship, transactional
• Experience working with corporate standards such as DNC, reminders, etc
• Strong B2B industry experience, preferably in global companies
• Expertise with inner and outer closed-loop processes
• Experience collecting sample data and remediating any issues
• Knowledge and fluency working with analytic tools such as Excel, SPSS or SAS
• Experience cleaning data in preparation for analysis
• Experience facilitating exploratory meetings with critical stakeholders
• Demonstrated experience driving alignment around actions needed

*We will consider someone working remote for this role, although our preference is for this person to be located in NC*
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.
For US applicants: In accordance with Executive Order 14042, Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19 by January 18, 2022, subject to any applicable accommodations. To be fully vaccinated by January 18, that means individuals must receive the final dose of a 2-dose vaccine (e.g., Moderna or Pfizer) or a single dose of Johnson & Johnson’s vaccine by January 4, 2022. This applies to all US based employees and contractors, including remote employees and interns. As a condition of employment, you must provide proof that you are fully vaccinated by January 4, 2022 or during your new employment orientation (for individuals with hire dates after January 4, 2022), or follow Lenovo’s accommodation process.