Worldwide Customer Experience (CX) Project Manager

What qualification should you have?

• Familiarity with Customer Experience (CX) and Channel desired
• Familiarity with IT industry required; Data Center experience is a positive
• Familiarity with LSS and Root Cause analysis
• Analytical with computer skills (MS Excel, PowerPoint, MS Teams, Power BI,)
• Ability to Project manage, PMP desired
• History using Survey platforms. Experience with Confirm IT, Clarabridge is an advantage.
• Good written and presentation skills in English.
• Additional languages and cultural fluency are an advantage.

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

English - Advanced (C1)

Lenovo’s WW Customer Experience (CX) Project and Insight Manager will be responsible for assisting with the overall Lenovo CX Initiative. Assisting with the coordination and cadence of the overall WW CX BMS and owning the data and delivering the insight from the assigned channels and routes. You as Project and Insight Manager will ensure we hear our customers at all phases of their relationship with Lenovo and provide back the actions and insight to our BUs to deliver our desired Lenovo Experience through each customer touch point.

You will have a responsibility for:

1. Developing a deep understanding of the desired Lenovo Customer Experience (CX) platform and attributes and overall CX mission
2. Development of deep understanding of the various customer touch points across assigned segments and routes
3. Be able to talk to the different metrics, measures, and sources of feedback on how we are doing at specific touch points (internal and external) across assigned segments and routes including, but not limited to: Transactional and Relationship surveys, Unsolicited Feedback, Social Media Feedback, and various internal measures (call drop rates, return rates, customer wait times, etc)
4. Be able to identify weak points across end to end Customer Experience in assigned segments and routes and support with internal and external data sources available. Lead or assist with identifying and prioritizing initiatives that will improve the customer experience.
5. Determine leading indicators of overall CSAT/CX within assigned segments and routes
6. Assist with organizing and preparing materials needed for the cross-functional WW CX BMS

Lenovo is a company in a constant state of creation. Here, you'll architect your own career, pioneer new ideas and master new skills.

Lenovo Slovakia employs more than 25 nationalities and is the biggest shared service center in Lenovo Group.

Our people share a common aspiration to be the very best. Whether serving our customers, working together as a team or contributing to the community, we are working to build unique company.