Customer Support Insights & Benchmarking Lead

Customer Support Insights & Benchmarking Lead

Description -

The CS Insights & Benchmarking Lead is the enterprise owner of benchmarking intelligence and end-to-end (E2E) performance target-setting activities across HP Customer Support.

This role defines and leads CS benchmarking intelligence and E2E performance target-setting at an enterprise level. It establishes how CS measures success, compares performance internally and externally, and sets clear, outcome-driven expectations across global operations.

By translating complex internal and market data into executive-ready insights, the role directly informs strategy, transformation priorities, and investment decisions, enabling sustained performance excellence across CS.

Job specifics / responsibilities

Benchmarking intelligence leadership

• Define and lead CS benchmarking intelligence governance, including scope, prioritization, and operating cadence, acting as the single point of accountability for definitions and methodologies.
• Own the E2E benchmarking intelligence strategy and multi-year roadmap, aligned with CS and HP business priorities.
• Lead internal and external benchmarking initiatives to identify best practices, performance gaps, and enterprise-level improvement opportunities.

• Own the alignment of E2E customer experience and operational performance targets across CS.
• Ensure functional, market, and business-level targets are consistently aligned and coherently rolled up to global E2E objectives.
• Resolve cross-functional or regional misalignments by defining final E2E target recommendations for executive review and approval.

• Translate complex data, benchmarks, and analyses into clear, executive-ready insights and recommendations.
• Influence senior and executive leadership decisions related to strategy, transformation initiatives, and performance improvement priorities.

• Lead global relationships with external benchmarking partners and market intelligence providers, ensuring data quality, consistency, and business relevance.
• Own and manage the global CS benchmarking intelligence budget, with accountability for value realization and ROI.

• Annual enterprise benchmarking roadmap defining priorities, scope, and milestones, aligned with CS strategy, planning cycles, and transformation objectives.
• Executive-ready benchmarking and performance insight packages delivered at key planning, QBR, and transformation milestones, enabling data-driven leadership decisions.
• Annual E2E performance target and goal-setting framework supporting aligned operational planning, execution, and performance management across CS.

• Customer Support Operations (CSO)
• Field & Channel (F&C)
• Service Supply Chain (SSC)
• Customer Care Center (CCC)
• Digital Transformation (DT)
• Managed Services Delivery (MSD)
• Customer Experience

• Benchmarking partners
• Market intelligence vendors
• External consultants

• Extensive experience (typically 10+ years) in market intelligence, benchmarking, strategy, analytics, or customer support operations within complex, global organizations.
• Deep expertise in market intelligence and benchmarking, including application of internal and external benchmarking methodologies.
• Strong understanding of operational strategy and its translation into outcome-driven performance targets.
• Demonstrated ability to influence, align, and drive decisions at senior leadership level across global organizations.
• Proven experience delivering executive-level insights and recommendations from complex data.
• Strong program, portfolio, vendor, and budget management experience.
• Advanced analytical, dashboarding, and storytelling capabilities; experience applying AI or advanced analytics to benchmarking is a strong advantage.

• Bachelor's degree required (Business, Economics, Engineering, Analytics, or related field).
• MBA or equivalent advanced degree preferred.