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Customer Journey Design Product Manager

Company: HP Inc.
Location: Fort Collins
Posted on: January 25, 2023

Job Description:

HPs vision and promise is to engineer experiences that amaze our customers. With the heart, creativity, and energy of a startup, and the brain, muscles, and determination of a Fortune 100 corporation, we continue to deliver ground-breaking new technologies to build on our 76-year legacy of innovation.HPs recently formed Customer Experience Office is focused on creating the very best possible experience for HPs 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. HPs 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 Customer Journey Design Product Manager will report to HPs Director of Customer Journeys and Curation and will work with product and business groups across the company to apply design thinking methodologies to create seamless end to end experiences for our customers. In this role, you will not only be helping to define customer centric end to end experiences, but you will also be responsible for teaching design thinking to product managers and business leaders and making design thinking a critical part of the product and service development process. You will also be on point to create and constantly refine HPs center of excellence for design thinking. As you work with product groups, business units, marketing, and the customer support organizations, you will 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, you will not only consult and support experience professionals across the company, but will also work to define, refine, and improve the design thinking methodology that will be used to drive excellence and consistency across the organization. You will develop our design thinking approachtaking input from senior business and product leaders from a diverse set of businessesto develop a repeatable process that will help product managers, designers, and engineers to create experiences that lead to amazing capabilities and engagement.In this role, the customer journey design product manager is responsible for delivering experiential results, for creating repeatable processes that evolve with the needs of our customer and for helping to empower product and business leaders with this knowhow.Responsibilities:

  • Creates HPs design thinking center of excellence.
  • Provides input to product groups, business groups and online properties on experience design applying design thinking methodology.
  • Understands existing experiences and identifies opportunities for improvement.
  • Seeks customer data from direct conversations, surveys and focus groups to develop insights into customer wants and needs.
  • Coordinates customer input process for design thinking process.
  • Executes product experience validation process to ensure that HPs products and services deliver against the value proposition and customer promise.
  • Drives constant refinement of design thinking process at HP.
  • Creates and delivers training on design thinking methodology for internal audiences.
  • Documents best practices for design thinking.Education and Experience Required:
    • 2+ years of proven successful track record in experience design, design thinking and product management.
    • Formal academic training in design thinking and/or experience design. This may be either as part of a degree program or as part of a design thinking center program or certificate program.
    • A passion for customer and technology.
    • MBA highly desired, or advanced university degree. Bachelors degree required.Knowledge and Skills:
      • Design Thinking: The ideal product manager will have had extensive experience in design thinking for customer experiences.
      • Empathy: In particular, this leader must have passion for the customer and empathy for the aspirations and pain points that they face.
      • Technology: The customer experience design product manager 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 possiblenow 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.
      • Strong Communications Skills: This includes written (prose), PowerPoint and live presentation skills.
      • Problem Solving: Approaches problems in a rational manner using sound strategies that ensures comprehensive understanding and effective resolution.The estimated range of compensation for this job in CO at the time of this posting is $137,232.50 - $185,667.50. This position may be eligible for incentive pay, for openings where this is applicable.In accordance with applicable law, an offer of employment is conditional upon you providing proof that you are fully vaccinated against COVID 19 (as defined by the CDC) as of your first day of employment.HP is an equal opportunity employer: HPYoure out to reimagine and reinvent whats possiblein your career as well as the world around you.Soare we. We love taking on tough challenges, disrupting the status quo,and creating whats next. Were in search of talented people who areinspired by big challenges, driven to learn and grow, and dedicated tomaking a meaningful difference.HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.Our history: HPs commitment to diversity, equity and inclusion it's just who we are.From the boardroom to factory floor, we create a culture where everyone isrespected and where people can be themselves, while being a part ofsomething bigger than themselves. We celebrate the notion that you canbelong at HP and bring your authentic self to work each and every day.When you do that, youre more innovative and that helps grow our bottomline. Come to HP and thrive!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).

Keywords: HP Inc., Fort Collins , Customer Journey Design Product Manager, Executive , Fort Collins, Colorado

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