General Information

Req #
WD00001331
Career area:
Services
Country:
India
State:
Karnataka
City:
BANGALORE
Date:
Friday, August 27, 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 Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, 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

Lenovo (HKSE: 992) (ADR: LNVGY) is 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. To find out more visit https://www.lenovo.com,and read about the latest news via our StoryHub.


Incumbent will lead & facilitate central oversight of customer experience programs and efforts across segments. Incumbent will be directly reporting to Managing Director / CEO Office - Lenovo 

He or she will focus on synergies between cross function towers, change management, End to End customer journey perspectives, closed-loop corrective actions to reduce customer efforts and process improvement towards customer-centricity.

Driving Customer experience programs include customer research and analytics, customer relationship management and business process improvement across delivery models. Which also involves working closely with different functions like external agencies, sales, marketing, strategy, human resources, legal and IT team to embed and facilitate customer experience excellence ownership and alignment.

  • Lead and facilitate a governance model that will leverage cross-segment efforts. 

  • Inspire and influence internal stakeholders, experts, and other resources not under direct control; and help remove obstacles to goal achievement.

  • Develop and deploy our customer experience strategy, including defining customer strategies of segments and implications for charters and roles throughout the org, and systematic review and application of customer experience insights for strategic advantage and growth. 

  • Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints.

  • Strong creative thinking and ability to visualize and program manage execution of large cross functional projects of strategic importance

  • Analytical skills along with ability to drive insight from data. Understanding of data sciences concepts and modeling is desirable but not mandatory

  • Very high bias for action; Strong presentation, communication, and stakeholder-management skills

  • Continuous performance monitoring and leakage prevention along with respective stakeholders across different legs of customer journey on the platform

Required Skills:

  Minimum 10+ years’ related experience in multi-national & matrix environment 

Regular exposure to complex, cross functional projects in either a project or program management capacity.

Experience in presentation and translation of complex findings into layman’s terms.

Experience with unstructured data analysis, including text analytics.

Experience with and understanding of data and analysis tools.

Key Performance Indicators / Success Metric

Achievement of business metric targets of each initiative including, but not limited to, NPS improvement

Setting up project timelines of strategic / CX initiatives

Share periodic progress and improvements updates with leadership 

Master CX measures such as NPS, CSAT and Social Sentiment

Expertise in setting process for Customer Experience 

Visionary and trusted advisor in customer experience. 

Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.

Project management: Must be an effective project manager able to handle multiple complex projects

Track record of customer-centric decision-making based on the insights from the CX journey data 

More than two customer-management roles previously, such as managing voice of customer, CX design, customer care, customer intelligence, customer loyalty.

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.