Customer Experience Analyst

Customer Experience Analyst

Description -

Customer Experience (CX) Specialist

Job summary
As a Customer Experience (CX) Specialist, you will optimize end-to-end customer journeys for HP, with an initial focus on HP Consumer Services. You will analyze thefull customer lifecycle-from enrollment through cancellation-using customer data and feedback to surface pain points and moments that matter. You'll translate insights into clear recommendations and partner with cross-functional teams across R&D, software, sales, marketing, and product management todrive improvements. You'll also present findings and business impact (loyalty, repurchase, churn) to executive stakeholders.

What you'll do

• Map and optimize end-to-end customer journeys, identifying key touchpoints, pain points, and opportunities for improvement.
• Design and manage Voice of Customer (VoC) programs (surveys, interviews, and feedback loops) to capture actionable customer insights.
• Partner with internal stakeholders to curate agendas, presenters, and discussion leaders for executive briefings.
• Design tailored customer experiences and briefing content for executive briefing center engagements.
• Conduct monthly cross functional meetings driving recommendations, capturing notes and action items and driving timely follow-up.
• Define and track key performance indicators (KPIs) to measure the impact of CX initiatives and recommendations.
• Monitor competitor activity and industry trends to inform CX opportunities and best practices.
• Solve complex, ambiguous problems with sound judgment-selecting practical, creative solutions and working independently.
• Lead moderate-to-high complexity projects, deliver clear executive-ready readouts, and support operational and strategic planning.

• Bachelor's degree (or higher) in Marketing, Business Administration, or a related field (or equivalent practical experience).
• 4-7 years of relevant experience in customer experience, marketing insights, product/service management, project/program management, sales/channel, or related roles (or an advanced degree with 3-5 years of experience).

• AI, Vibe Coding and data tools (e.g., Databricks; Microsoft Copilot; OpenAI).
• Translating insights into actionable recommendations and strategies
• Customer Listening Tools (Qualtrics, Medallia, Sprinklr)
• Storytelling and Visualization of Data Analysis from multiple sources
• Journey Mapping
• Power BI (or similar data visualization tools).
• Programming/data querying: Python, R, and SQL.

• Clear communication and storytelling (written and verbal).
• Ability to influence and align cross-functional partners.
• Results orientation, with comfort defining success metrics and tracking outcomes.
• Learning agility and curiosity-comfortable operating in ambiguity.
• Digital fluency, with the ability to quickly adopt new tools and workflows.
• Strong customer-centric mindset and advocacy

• 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)