As part of the Sales Operations Organization, the Customer Experience (CXP) Centre of Excellence (CoE) at HP Inc, designs and implements state of the art Customer and Sales enablement solutions. Enablement in the form of B2B E-commerce solutions, Bid and Tender response infrastructure, Customer Contracts management and Operational engagement solutions for HP’s Tier 1 Global Accounts and 3D Print customers.
The Customer Experience Strategy & Planning lead is responsible for delivering short, mid and long-term strategic direction for the broader organization, with real time governance and tracking mechanisms to support that strategic direction. They are also responsible for delivering an effective market engagement process that ensures ongoing alignment between market requirements and CoE deliverables.
You will help deliver business growth to HP through:
Leading the CXP CoE annual business planning process, defining the groups short, mid and long plan of action and measurable outcomes.
Leading the governance of real time performance against stated objectives. This will be done through managing the operational Key Performance Indicators and the governance structure to drive success of the teams objectives over the short to medium term.
Leading an effective engagement with HP’s sales markets and other internal functions such as Supply Chain, that maintains constant alignment of priorities and actions.
Managing the governance to ensure operational expenditure of the CXP CoE organization is within budgeted limits.
Driving all employee engagement and internal communications activity within the CXP CoE with the objective of improving employee engagement as measured by the annual Voice Insight Action employee survey
Acting as the global innovation leader to assist in the design of processes, systems, and tools to capture the current and future needs of HP’s Customers and Salespeople, primarily in the lead to order domain.
Ability to inspire and drive individuals across multiple initiatives to deliver a common objective
Proven track record of delivering high levels of employee engagement in large teams
Confident and effective stakeholder engagement at all levels of management, delivering a combination of consensus and directive driven interaction.
High levels of verbal and written communication skills and the ability to simplify complex topics for mass consumption.
Excellent in delivering messages through data and facts with visual representation of those.
Proven track record of strategy development and execution.
Ability to prioritize multiple competing tasks seamlessly and with excellent attention to detail.
Proven track record in change and project management of large scale process and infrastructure transformation impacting sales, partners and customers.
10+ years of related experience in Sales Operations, Strategy and Planning or business operations roles
Experience in large multinational Technology Industry organization is preferred
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