Customer Experience Analyst

Job description

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 the full 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 to drive 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 c...