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Customer Experience Support Analyst Internship en Sant Cugat del Vallès

Descripción del empleo

Reinventing since 1939. We are one of the leading Print and Personal Systems technology companies in the world and our vision is to create technology that makes life better for everyone, everywhere. To invent, and to reinvent.

 

At HP Sant Cugat (Barcelona), we have an impressive 2300+ employees, made up of 60+ different nationalities. We host 12 businesses and are the worldwide HQ of the 3D Printing and the Large Format​ Printing businesses and the EMEA HQ for the Graphics Solutions Business.

We are looking for a young professional that brings energy and creativity, as well as a fresh view to learn and help on the CX Audit Program, a workstream of the CX Innovation Framework at CS EMEA.

The candidate will have to give support to the CX Audit Program Lead, focusing on all the practical activities, as the preparation of the units to be tested, the related logistics management for the units to arrive to several HP sites for test, the follow up with testers and the final root-cause analysis and actions identification, as well as supporting on the tracking of the improvement actions put in place to close the whole added value chain.

The candidate will spend about 75% of his/her time on the CX Audit support and the rest of time he/she will participate on some projects and initiatives from the Customer Experience Program (called CX Innovation at CS EMEA).

All in all, the candidate will learn much on the connection between the Customer insights to the actions we put in place, improving the customer experience aligned with HP Customer Support strategy.

He/She will work aligned with the other key functions within the organization. The role requires good self-organization skills, data analysis capabilities, team work skills and sensibility to service mind-set and customer focus culture.

As a valued team member, you will give your insights and opinions, making a real contribution to our business.

Aligning with HP's internal career development framework, HP offers you the possibility to learn in a real work environment, help you in your first steps in your work experience, give you the opportunity to develop your end of degree project (if we agree on the conditions).

Responsibilities:

  • Help on some initiatives of the CX Innovation at CS EMEA Program, mainly on the CX Audit Program, with the specific activities:
  • Be part of the Core Team, supporting the Program lead (Karine Vaucher) on the initiative general coordination
  • Take the role of CX Audits Process Owner, to manage & control the E2E processes:
    • Manage the inventory units that will be used for testing
    • Units readiness with proper warranty status (make sure the unit complies with the proper warranty coverage to receive support)
    • Unit break / Issue case preparation according the test type to be performed (prepare the unit to be tested with a specific problem, scenario or issue to be fixed)
    • CX Audits logistics management (assure units are properly shipped to the HP sites where the test will be performed)
    • Follow up process with testers and provide help/information when needed
    • Feedback management (get outcome of the tests and process it for further actions)
    • Clean up activities (to delete fake information from our systems after the tests)
    • Support on the program cost management and Cost-Benefit elaboration
    • Participate on any workshop to enhance CX Audit Program (content, management and results)

  • Additional contribution to the Customer Experience Program (ad-hoc participation on several projects and initiatives, some brainstorming sessions to define Desired model and GAP analysis)
  • CX Audit Program is an internal initiative that allows our HP employees going through different types of E2E Support experiences performing as an external customer. It allows us to focus on the three following aspects:
  • Identify GAPs Designed vs Delivered Support experience in order to identify actions to fix specific issues
  • Identify areas of opportunities to upscale the Customer Experience by applying improvements on our processes.
  • Create Customer E2E awareness across our HP employees

Education and Experience Required:

  • Currently Studying Engineering’s degree in Computer Science, Industrial or Telecommunications.

Knowledge and Skills:

  • Knowledge about excel tool, power point or capability to learn quick
  • High level in English
  • Reliable and able to work toward objectives and keep commitments
  • Analytical skills, data analysis capabilities
  • Team work and communication skills
  • Proactivity and creativity
  • Ability to solve problems quickly and effectively by critically analyzing relevant information

Benefits

  • Our Women Network organizes activities such as; Networking, the promotion of STEM vocations, talks on: improving business acumen, work life balance and skills of the future etc.Opportunity to work in an international organization with colleagues coming from all over the world.
  • Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning.
  • An attractive benefit package:
    • Health & Life insurance
    • Lunch at reduced prices at our canteen/ ticket restaurant vouchers
    • HP product discount
    • Flex optimization program: Kindergarten tickets, transport discount
  • Work life balance /flexible working hours
  • Women, Pride, Young employees, Sustainability and DisAbility! Just a few of our fantastic global business networks you can get involved with locally.
  • We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day
  • Do you like to give back to the community? Then join one of our many volunteering teams or be a part of the incredible HP charity day held on site annually.
  • Love sports? Then take advantage of our sports centre (indoor and outdoor); gym, squash courts, tennis courts, basketball courts and with 25+ regular coordinated activities / sports by employees​, such as HIIT training, squash, basketball and yoga
  • We have an onsite Doctor and medical team for our employees, including services such as: nutrition, physiotherapy and general health
  • Free daily printing Happy hour – from photographs, to large posters. And Hands-on workshops to print with the latest technology – from wall covers to 3D printed models
  • Gaming area with HP OMEN’s and Pavilion’s complete gaming line up including Omen gaming chairs and several games both for playing alone, online or multiplayer 
  • A Young employee Network (YEN) which host fun events on a regular basis; such as “beer bust” Fridays at different venues including the beach in the summer time

Información extra

Status
Inactiva
Localización
Sant Cugat del Vallès
Tipo de trabajo
Ingeniería
Carnet de conducir
No
Vehículo
No
Carta de motivación
No