General Information

Req #
WD00030712
Career area:
Data Management and Analytics
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Friday, July 22, 2022
Working time:
Full-time
Additional Locations: 
* BANGALORE - Karnataka - India

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, 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

This position is part of the Global Customer Experience Team. We are currently seeking a Customer Experience Program Manager experienced in managing and optimizing the Voice of the Customer business management system for a large eCommerce organization.

This person will be working across geography teams to manage end-to-end projects that improve CX KPIs by initiating, driving, and reporting on eCommerce KPI goal attainment.

Key responsibilities:

• Project Management

o Collaborate with the UX Analyst to identify major issues impacting Overall Satisfaction scores; identify actions to address pain points

o Establish relationships with the WW and geography teams owning CX improvement actions and manage action plans for addressing CX issues with CX focals on those teams

o Coordinate with CX and UX analyst to report on the impact of actions on OSAT scores at monthly cadence meetings

o Prepare materials for the monthly CX KPI review meetings with Geo CX focals focused on action tracking and sharing of new actions

o Prepare information for monthly CX Executive Review meetings to share global actions and tangible impact on CX KPIs

o Monitor Jira dashboards and data analysis and react to trend changes

o Collect and identify survey content and functional improvements and drive those changes through design, development and QA process

• CX Feedback analysis

o Review daily customer comments to provide insights and create improvement action ideas

o Provide customer comment analysis to UX PMs to inform their projects

o Provide comment analysis for global and geography teams as requested on an ad hoc basis

• CX Tools o Manage the relationship with CX vendors

o Serve as Admin and super users for various CX tools, such as Quantum Metric, Clarabridge, and Forsta

o Provide support and training for eCommerce team to address issues and challenges with the CX tools

o Work with the NLP engine vendor to optimize VOC taxonomy for eCommerce

Position Requirements:

• Ecommerce/UX experience

o 3-5 years of previous User Experience work in an eCommerce environment. Prefer experience working on large eCommerce websites

o Demonstrated experience working in a fast-paced environment where innovation is expected

• Customer Experience

o Minimum of 2 years of experience working on CX projects for ecommerce is preferred.

o Strong knowledge of CX metrics (OSAT, NPS, churn rate, retention, CLV, CES) and working knowledge of how to improve those metrics

o Experience with CX tools (Forsta, Quantum Metric, Clarabridge or similar)

• Project Management

o Solid project management and organizational skills to manage many projects with different deadlines

o Experience with the agile methodology and with key agile tools like JIRA

o Ability to easily conform to shifting priorities, demands and timelines

o Ability to work on several projects simultaneously with demonstrated ability to prioritize tasks independently

o Experience at working both independently and in a team-oriented, collaborative environment is essential

o Strong self-initiative with the ability to identify areas of improvement with little direction

o Fine attention to detail with the ability to produce accurate end-results

o Strong Microsoft Office (PowerPoint, Excel, Word) skills

• Communication

o Excellent communication and presentation skills are crucial since this position will work with multiple cross-functional teams

o Comfortable with communicating/advocating for projects with executives

o Possess a positive attitude and ability to work in a collaborative and energetic team environment

o Ability to drive adherence to deadlines with many different teams

• Education

o Bachelor’s degree

* BANGALORE - Karnataka - India