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Customer Journey Lead Analyst

Lenovo is the fastest growing technology company on the planet, with growth outpacing our competition quarter after quarter and we're growing! Lenovo's fundamental belief is that life rewards those who Never Stand Still. Every day, every employee at Lenovo is focused on moving forward, rejecting traditional limits, and always seeking a better way. We are looking for the person who challenges the ordinary and seeks to innovate in learning, while also balancing execution.Lenovo's PC & Smart Devices (PCSD) Customer Experience team is seeking an experienced Customer Journey Analytics professional to join its Morrisville, NC-based team. This position is a highly-visible role that is well-suited for the CX professional who is looking for a challenge in a dynamic, fast-paced, global company. Lenovo is proudly the #1 PC manufacturer in the world. Continued CX excellence is part of our key strategic missions; join our team to help take us further.The Customer Journey Lead Analyst role is a subject matter expert in the process of connecting and analyzing operational and customer experience data in a customer journey analytics platform. This individual will be responsible for leveraging the platform to identify existing customer pain points as well as proactive identify new issues or improvements based on customer journeys that cross multiple interaction channels. Reporting to the Director of Customer Experience within PCSD, this role works with direct and indirect global team members, leading the Customer Experience analytical competencies across these teams.The Customer Journey Lead Analyst is responsible for analytics leveraging multiple sources of customer data using quantitative and qualitative tools and methods to drive actionable insights. This includes integrating results from customer feedback in both structured and unstructured data formats into customer journeys to provide the customer's view in combination with operational data. The role will also be responsible for leveraging operational data across multiple channels such as digital, retail, contact centers, and account management systems to develop a comprehensive view of the customer experience through journeys. The CX Journey Lead Analyst will partner closely with the Voice of the Customer program to coordinate initiatives to improve the overall customer experience. This role works with all levels of the organization from senior leaders to front-line staff to develop strategy and drive execution. Building consensus across Lenovo's different business groups, geographies around the world and functional departments is a critical skill for success. The CX Journey Lead Analyst is skilled at building a case for support, piloting new processes/systems and reporting results.Key Responsibilities:??? Demonstrated experience with the identification of prioritized Customer journeys (interactions). Experience analyzing these journeys and making specific, detailed recommendations that drive documented value (e.g. increased NPS, operational savings and/or revenue enhancement). ??? Analyze operational and customer experience data related to journeys to identify existing customer pain points as well as proactively identify new issues or customer behaviors based on customer journeys that cross multiple interaction channels??? Identify and champion improvements to specific journeys. Create improvement recommendations supported by P&L projected impacts at the journey, product, and customer segment levels. ??? Must be able to present analysis related to data from journeys in a clear manner for consumption by senior leadership.??? Ability to effectively partner across many organizations to drive execution of the implementation and analytics of current and future journeys.??? Own journey KPI measurements and scorecards to track the business impact of analytical activities, strategy, and improvements.
Position Requirements
Basic Qualifications:??? 5 years of experience working/leading customer journey analytics programs using leading journey analytics vendors (Kitewheel, NICE, Thunderhead, etc.)??? Demonstrated ability to combine insights from VoC sources with operational data to effectively quantify the impact to the customer and the business, enabling efficient decisions with key business partners??? Relevant Big Data experience and digitally savvy with the ability to synthesize large amounts of data to tell a relevant story??? Strong quantitative and critical thinking skills ??? Experience navigating dynamic and complex organization environments, particularly in global companies with geo-specific operational models??? Bachelor's degree required??? Excellent communicator, including written, verbal, and presentation skills.??? Detail-oriented, collaborative, always innovating and curious.??? Ability to work under pressure managing multiple projects or requests simultaneously while successfully coping with interruptions and redefined priorities??? Portfolio demonstrating proven experience with CX analytics achievements and proof points from prior roles??? Demonstrated business acumen by balancing customer experience initiatives with business efficiency??? Organizationally savvy, with demonstrated ability to influence leaders and facilitate alignment and clear decision-making.??? Experience in developing and leading presentations for executives on CX initiatives.??? Strong project management skills.??? Strong leadership, collaboration, and influencing skills.??? Proactive self-starter, strong team collaborator and outcome-oriented.??? Some travel required (10%).Preferred Qualifications:??? Experience in the technology industry??? Experience working in a multi-national company??? Experience working with both consumer and commercial customers
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.


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