Company description / JD introduction

• We are HCLTech, one of the fastest-growing large tech companies in the world and home to 220,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, Cloud and AI.
• The driving force behind that work, our people, are diverse, creative, and passionate, regularly raising the bar for excellence. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best versions of themselves.
• We are seeking a highly motivated and experienced Customer Experience and Service Excellence Manager to join our team. The ideal candidate will be responsible for enhancing service and operational excellence, identifying opportunities for improvement, implementing best practices, and leading initiatives to optimize customer and employee experiences.

Responsibilities/ Tasks

Customer Experience (CX):

• Onboard client's teams to the CX Program by conducting in-depth Customer Learning sessions, CX Maturity Assessments, and Voice of the Customer analysis.
• Design, conduct, and evaluate studies to identify key customer interactions that need attention or improvement, documenting requirements.
• Develop personas, journey maps, and other tools to lead teams through problem-solving of complex business and technical challenges that directly impact the customer experience.
• Analyze, quantify, and clearly articulate the value derived from program actions.
• Design new and innovative customer interactions and touchpoints to enhance and differentiate our customer experience.
• Prioritize, manage, and deliver people/process/technology initiatives that optimize the Customer Experience end-to-end and result in quantifiable CX metric improvements.
• Provide thought leadership on the latest CX strategies and tools and seek to constantly advance HCL’s position as a leader in Digital Workplace Services.
• Regularly communicate progress and opportunities to all levels of the organization using engaging and informative content.
• Effectively influence fellow leaders and team members to gain support for the CX Program with data and persuasion. Evangelize the Customer Experience mission and vision to all levels of the organization.

Service Improvement and Continuous Service Improvement (CSI):

Education/certification

• CCIE, CCNP, Certified Project Manager (typically PMI PMP, PRINCE or comparable)

Key Skills Required

• Overall 12+ years with 7+ years of progressive experience in Service Delivery, Operations Management, or Customer Support.
• Experience in handling End User Technology Transition and Transformation Projects.
• Experience in delivery management and deployment of solutions.