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AP Customer Experience Lead

Location Hong Kong, Guyana
Posted 21-January-2019
Position Title: AP Customer Experience Lead

Location: HKG-Quarry Bay
Functional Area: Strategy and Operations
Facility: Corporate Office
Relocation Provided: No
Education Required: Bachelors Degree
Experience Required: 7 - 10 Years
Travel Percent: 10

Position Description

Lenovo is a US $43 billion global Fortune 500 company and a leader in providing innovative consumer, commercial and enterprise technologies. Globally, our product lines include a full range of commercial and consumer PCs, servers and workstations, and a family of mobile internet devices including tablets and smart phones. We design and build our products to bring progress to the world. Serving customers in more than 160 countries, we take our inspiration from the drive and imagination of the people who make things happen; our technology helps those who do, do better.

At Lenovo we employ more than 60,000 people worldwide and our people share a common aspiration to be the very best. Whether serving our customers, working as a team or contributing to the community, we are working to build a unique company. A company that delivers unparalleled products created and supported by people with a wealth of different cultures and experiences. Our strength lies in this diversity. We are dedicated to fostering an environment that encourages entrepreneurism and ownership. A workplace where peoples talents can be challenged and their efforts recognized and rewarded. We employ fantastic peoplecome join the fun!

You will work closely with a team of customer experience practitioners, Asia Pacific CX sponsor and the functional/regional teams and business leaders in Asia Pacific to accomplish the following:
Develop, deploy, and improve processes and practices to create an effortless experience for our customers
Utilize best practices to drive customer centricity into the organizational culture
Continually improve existing processes for CX measurement, customer understanding and other CX disciplines
Specifically, this may include but not limited to:
Supporting the AP CX sponsor in ensuring proper CX governance process, i.e. maintaining a clear responsibility assignment matrix (RACI model) and engaging senior leadership in ensuring accountability and action of the business areas on behalf of the customer; devising KPI and incentive programs to promote the necessary organizational changes; and providing suggestions on necessary system improvement based on Voice of Customer (VOC)
Guiding and supporting the movement from traditional business management to managing the customer journeys: identifying and eliminating pain points, enhancing customer touch points (engagements and interactions) including engaging the sales teams and CX focals in close loop management with customers
Driving CX improvement actions at a business group and regional level via collaboration with respective functional/regional teams by redesigning process, ways of working, and/or tracking mechanism as fit, as well as documenting the learnings from deep dives, worldwide CX and functional/regional CX teams, etc., to continuously enhance our customer engagement in a systematic manner
Working across business units and HR to improve CX awareness and customer centric culture via training, communications and employee engagement activities/events

Position Requirements

Key functional skills required:
Project management experience with demonstrated results in leading CX programs & initiatives
Experience with customer journey mapping and similar CX related tools and disciplines
Sound analytical skills and expertise in data analysis in conducting specific deep dives to unpack CX issues
Good communication skills and collaboration skills in working effectively in matrix organization

Education/ Qualifications:
Bachelors Degree in relevant disciplines
Comfortable with digging deep into details
Proactive self-starter and strong team collaborator
High energy team player and quick learner
Savvy with office productivity tools, such as Powerpoint, Excel and Word
Experience working in a multi-national company strongly preferred
Min 7 to 10 Years.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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