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:
https://www8.hp.com/h20195/v2/GetDocument.aspx?docname=c08129225#LI-PostAbout
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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