General Information

Req #
Career area:
United States of America
North Carolina
Thursday, September 23, 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 is the fastest growing technology company on the planet, with growth outpacing our competition quarter after quarter, and we're growing! We are looking for a person who challenges the ordinary and seeks to innovate in learning while also balancing execution.

Lenovo's PC & Smart Devices (PCSD) Customer Experience Team seeks an experienced Voice of the Customer (VoC) professional to join its Morrisville, NC-based team. The successful candidate will have solid analytical and communication skills and work effectively in a fast-paced and dynamic environment.

This position provides voice of the customer operational and analytical support.  Requiring CX Analytics, Voice of the Customer, Customer Experience Management, Market Research, and Customer Journey Mapping skills. The candidate will conduct studies and analyze customer and operational data to understand the customer's needs and drive action for improving the Customer Experience.  

In this role, the VoC Specialist will independently work with cross-functional teams to create a B2B Insights to action, cross-functional information share structure. They will need to plan, develop and launch new feedback sources to fill gaps and align Lenovo's overall CX strategy.  They will gather data through various resources and then reproduce the data into presentable formats. The VoC Specialist will also present findings to multiple levels of management and use data to create project plans to improve various facets across the business. The successful candidate will need to be a self-starter, detail-oriented, support numerous projects, communicate to all company levels and areas.

Primary responsibilities will include the following:

  • Manage B2B surveys, development, deployment, analyze and deliver results in a complex global environment

  • Execution for CX insights and measurements in support of organization objectives

  • Execute CX methodologies such as research, measurement program design

  • Solid analytical skills with an ability to gather, analyze, and quickly synthesize critical information to objectively craft and support recommendations

  • Demonstrate expertise in extracting a big idea and telling a compelling story.

  • Compile, analyze, interpret, and present complex data related to current and future operation

Additional responsibilities:

  • Program Design and Management
    • Ability to clarify the objectives of the research and evaluate support needed
    • Determine sample management plan and quota requirements
    • Create a plan identifying metadata needs, analytics requirements, and accountability

    Operational Support
    • Design, develop, test, and deploy questionnaires in partnership with content experts
    • Plan, manage, and coordinate "closed-loop" issue resolution processes
    • Manage or direct the management of large sample datasets

    Visualize and Socialize Data
    • Transform detailed analytic and statistical data into a compelling story that drives action
    • Provide broad communication to global stakeholders
    • Ability to drive consensus and decision-making to ensure buy-in

Position Requirements:
Required Qualifications:
• Bachelor's degree in statistics, computer science, data science, or another quantitative field
• 3+ years of experience with data collection, evaluation, reporting, and analysis
• 2+ years of advanced statistical analysis tool use (i.e., JMP, Mini Tab, SPSS, or similar)
• 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 remediate 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 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.