Director of Customer Journey Mapping and Curation

Description -

HP’s Customer Experience Organization is focused on creating the very best possible experience for HP’s global customer base.  As part of our digital transformation, HP is investing in a portfolio of experiences that help customers of all sizes to be as productive as possible as they complete tasks throughout all phases of their journey with HP. HP’s vision for customer experience is to make HP the easiest and most trusted company for the digital world.  Our strategy to deliver on this vision is to create a portfolio of digital experiences that make it easy for customer of all types to use technology to get things done. This work depends on an empathetic approach to understand the needs of our customers and then to create a set of solutions that goes directly to responding to those needs.

The Director of Customer Journey Mapping and Curation will report to HP’s Chief Customer Experience Officer and will lead a team of curators and experience designers who work with product groups, business units, marketing and the customer support organization to define a world-class set of end-to-end customer journeys that not only help customer to complete the task at hand, but also to help make sure that there are clear linkages between tasks to deliver the best possible outcome for customers.

In this role, the Director of Customer Journey Mapping and Curation will not only consult and support experience professionals across the company, but they will also create and define the experience methodology as part of a Journey Mapping Center of Excellence that will be used to drive excellence and consistency across the organization.  This leader will establish and refine HP’s design thinking approach across HP—taking input from senior business and product leaders from a diverse set of businesses—and will create tools and methodologies that will be at the core of HP’s future.

We are looking for a Director of Journey Mapping and Curation to lead our team of experience designers and curators that support business leaders, experience designers and engineers across the company.  The person in this role will be responsible for hiring and developing a team of experience designers, defining the company’s approach to design thinking, documenting the strategy and teaching this approach to leaders across the company.  This includes driving strategic alignment of experiences from different product and services across all phases of customer engagement.  The Journey Mapping Team also worked directly with teams across the company responsible for products, services and digital touchpoints to consult and partner to improve customer experiences with the goal of driving business results. This leader is responsible for both delivering experiential results and for creating repeatable processes that evolve with the needs of our customer and the capabilities of our technology.  This leader will also play a key role as a member of the senior staff of the Customer Experience Office. 

Responsibilities:

• Leads team of experience designers and curators responsible for documenting existing product, service and experience journeys
• Responsible for proposing individual task journeys and integrating these individual tasks into customer centric end-to-end journeys.
• Validates execution of online shopping journeys.
• Executes product experience validation process to ensure that HP’s products and services deliver against the value proposition and customer promise.
• Partners with business teams to identify opportunities to drive business outcomes from improved customer experiences.
• Define experience performance metrics to ensure a set of objectively verifiable metrics are established during the development process and monitored in deployment.
• Drives constant refinement of experiences based on performance results and customer feedback.
• Creates the Center of Excellence for Journey Mapping and Design Thinking at HP.

Education and Experience Required:

• 10+ years of proven successful track record in experience design, design thinking and product management.
• Extensive experience leading teams.
• A proven track record of driving cross-group projects and leading through influence.
• Formal academic training in design thinking and/or experience design.
• MBA highly desired, or advanced university degree. Bachelor’s degree required.

Knowledge and Skills:

• Design Thinking: This leader must have both formal training and extensive experience in driving a design thinking approach to product, service and experience design.
• End-User Design/flows: You must have experience in designing user interfaces and flows, although you need not be a graphical designer.
• Empathy: In particular, this leader must have passion for the customer and empathy for the aspirations and pain points that they face.
• Technology: This leader must have a passion for technology. While you need not be an engineer, you need to have strong understanding of technology in terms of what is possible—now and in the future.
• Cross Group Collaboration: Success in this job depends on the ability to influence leaders with many priorities to deliver the best possible customer experience.
• Data Driven: Success depends on the ability to use data to drive decisions and buy-in.
• Strategic Planning & Implementation: Orchestrates the development of strategic plans that reflects HP's passion for the customer and customer experience.  
• Execution Management: Collaborates effectively with HP BUs and value chain partners to ensure operational responsiveness to challenges, and alignment with business imperatives
• Executive Presence:  Must be able to land ideas and strategies with senior leaders.
• Problem Solving: Approaches problems in a rational manner using sound strategies that ensures comprehensive understanding and effective resolution.
• Leadership: Able to lead effectively in a complex and political environment and deliver results; Able to influence without direct authority; Able to balance between competing priorities and be flexible and creative; Able to drive team performance to world class; Able to create and build highly effective teams and organizations; Able to communicate effectively across multiple levels in HP and the industry.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

The base pay range for this role is $146K to $234K annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only).  Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including; 
  • 4-12 weeks fully paid parental leave based on tenure
  • 11 paid holidays
  • Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Job -

Marketing

Schedule -

Full time

Shift -

No shift premium (United States of America)

Travel -

Not Specified

Relocation -

Yes

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement