Hewlett Packard Customer Experience Expert
hace 1 día
Hewlett Packard is seeking a highly skilled Customer Experience Specialist to join our global CX team. As a key member of the team, you will be responsible for designing and implementing customer feedback programs using the Qualtrics XM platform.
About the Role:
This is an exciting opportunity to work with a leading technology company and leverage your expertise in customer experience management to drive business growth. You will work closely with cross-functional teams to integrate customer insights into our broader CX strategy and ensure seamless integration of customer data across multiple touchpoints.
Key Responsibilities:
- Qualtrics XM Platform Expertise: Configure and manage Qualtrics XM Engage tools to capture, analyze, and report on customer experience data across multiple touchpoints.
- Custom Dashboards and Reporting: Develop custom dashboards and automated reporting structures for various stakeholders, including executives, customer service teams, and product development.
- Survey Distribution and Analytics: Ensure proper survey distribution, audience segmentation, and advanced analytics are in place to capture actionable customer insights.
- Customer Profile Management: Utilize the Qualtrics XM Directory to manage and segment customer profiles, ensuring personalized and targeted outreach for feedback initiatives.
- Text Analytics and Sentiment Analysis: Desired experience with Qualtrics XM Discover for text analytics and sentiment analysis, leveraging open-text feedback to gain deeper insights into customer experiences and uncover hidden trends.
Customer Experience Program Development:
- CX Strategy Alignment: Partner with CX Insight leads to design and execute global CX strategies using Qualtrics XM, aligning customer feedback systems with company goals.
- Customer Feedback Programs: Tailor customer feedback programs to specific customer segments, products, or services, ensuring data relevance and actionable outcomes.
- Program Health Monitoring: Establish and monitor program health metrics to ensure the effectiveness of customer experience initiatives over time.
Required Skills & Qualifications:
Experience with Qualtrics:
- 3-5 years of hands-on experience with the Qualtrics XM platform, particularly in survey design, distribution, XM Directory, and analytics.
Customer Experience Management Expertise:
- Strong background in Customer Experience Management (CXM), with the ability to translate customer feedback into actionable insights.
Program Health Monitoring:
- Experience monitoring the health of CX programs, utilizing metrics like response rates, customer engagement, and program completion rates to ensure continuous improvement.
Salary:$120,000 - $180,000 per year
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