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Services CX Transformation Lead

Company: Lenovo
Location: Morrisville
Posted on: August 7, 2022

Job Description:

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
The Services CX (Customer Experience) Transformation Lead plays a critical role within the International Services Support Team. This role partners closely with region service teams to identify and prioritize the most impactful improvement opportunities and then define, drive and support key initiatives that will deliver a world-class service experience for Lenovo customers. This is a Global role.
Responsibilities

  • CX Subject Matter Expert: Introduce best practices for how to enable customer experience transformation to the organization. Develop hypotheses about areas of impact and create clear and concise and compelling business cases and recommendations.
  • Analyst: Use data to drive change. Analyze customer survey feedback and internal data to understand performance gaps in services delivery within the managed teams to determine and prioritize areas of improvement. Using this data, challenge region teams to rethink and redesign processes to improve the customer experience. Promote Industry Process's practices to analyze real customer cases and proposed customer personas to identify opportunities for improvement, enlisting participation of key region staff to gain buy in and drive awareness. Engage with Global CX team to support development of tools and resources that identify areas of focus through business intelligence.
  • Catalyst: Act as a catalyst, by establishing relationships within the regional teams - reaching more and more key staff - to create change and build a customer centric culture. Engage with business owners across all Service Delivery channels, providing insights to customer feedback that identifies gaps in the service experience, and secure their ownership to drive improvement.
    • Influencer: Meet regularly with Global CX teams as well as Brand leadership where needed to provide updates on key initiatives and act as single point of contact representing IDG Enablement and Services Delivery .
      • Project Leader: Lead regional and global transformation projects to address specific customer pain points and deliver improvements. Define effective pilots to test hypotheses and prove results, and then broadly deploy fixes globally through best practice sharing and project execution. Demonstrate timely, measurable progress against defined targets. Manage stakeholders to ensure projects are successful, and leaders are well aligned with intent and outcomes.
        • Customer Advocate: Regularly interview customers, internal customer advocates and service providers to gain insights, and validate the current state of the Lenovo services customer experience.
        • Doer: Drive actions that lead to tangible results. Share the ownership with the region, and commit to partnership and share responsibilities on the results. Execute individual projects with seamless experience throughout the regions and countries. Minimum Requirements
          • 5+ years work experience in the customer experience function
          • 5+ years of experience leading service delivery operations across multiple key functions, including contact center, field and repair center / depot operations. Preferred Requirements
            • Experience in the customer experience function of a company well known for being an industry leader in customer centricity, and for having strong customer experience programs.
            • Demonstrated ability to create relationship at any level of the organization, influence others, at peer and executive levels, to drive change.
            • Excellent data analytical skills, to establish correlations and establish insight. Able to independently lead stakeholder interviews, workshops and associated collaborative analysis sessions at all levels, including Executives.
            • Excellent project management skills; PMI certification and/or LSS Black Belt preferred.
            • Must have excellent English communication skills, both written and verbal, and international working experience for global company(s)
            • Experience with AI, Development (Python, Power BI, R) are a plus.
              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.
              Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo's US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo's accommodation process.
              * Morrisville - North Carolina - United States of America

Keywords: Lenovo, Cary , Services CX Transformation Lead, Other , Morrisville, North Carolina

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