#### Position Description:


Lenovo is a US $43 billion global Fortune 500 company and a leader in
providing innovative consumer, commercial and enterprise technologies.
Globally, our product lines include a full range of commercial and consumer
PCs, servers and workstations, and a family of mobile internet devices
including tablets and smart phones.  We design and build our products to bring
progress to the world.  Serving customers in more than 160 countries, we take
our inspiration from the drive and imagination of the people who make things
happen; our technology helps those who do, do better.

At Lenovo we employ more than 60,000 people worldwide and our people share a
common aspiration to be the very best. Whether serving our customers, working
as a team or contributing to the community, we are working to build a unique
company.  A company that delivers unparalleled products created and supported
by people with a wealth of different cultures and experiences. Our strength
lies in this diversity. We are dedicated to fostering an environment that
encourages entrepreneurism and ownership. A workplace where people's talents
can be challenged and their efforts recognized and rewarded.  We employ
fantastic people…come join the fun!

You will work closely with a team of customer experience practitioners, Asia
Pacific CX sponsor and the functional/regional teams and business leaders in
Asia Pacific to accomplish the following:
• Develop, deploy, and improve processes and practices to create an effortless
experience for our customers
• Utilize best practices to drive customer centricity into the organizational
culture
• Continually improve existing processes for CX measurement, customer
understanding and other CX disciplines
Specifically, this may include but not limited to:
• Supporting the AP CX sponsor in ensuring proper CX governance process, i.e.
maintaining a clear responsibility assignment matrix (RACI model) and engaging
senior leadership in ensuring accountability and action of the business areas
on behalf of the customer; devising KPI and incentive programs to promote the
necessary organizational changes; and providing suggestions on necessary
system improvement based on Voice of Customer (VOC)
• Guiding and supporting the movement from traditional business management to
managing the customer journeys: identifying and eliminating pain points,
enhancing customer touch points (engagements and interactions) including
engaging the sales teams and CX focals in close loop management with customers
• Driving CX improvement actions at a business group and regional level via
collaboration with respective functional/regional teams by redesigning
process, ways of working, and/or tracking mechanism as fit, as well as
documenting the learnings from deep dives, worldwide CX and
functional/regional CX teams, etc., to continuously enhance our customer
engagement in a systematic manner
• Working across business units and HR to improve CX awareness and customer
centric culture via training, communications and employee engagement
activities/events

#### Position Requirements:


Key functional skills required:
• Project management experience with demonstrated results in leading CX
programs & initiatives
• Experience with customer journey mapping and similar CX related tools and
disciplines
• Sound analytical skills and expertise in data analysis in conducting
specific deep dives to unpack CX issues
• Good communication skills and collaboration skills in working effectively in
matrix organization

Education/ Qualifications:
• Bachelor’s Degree in relevant disciplines
• Comfortable with digging deep into details
• Proactive self-starter and strong team collaborator
• High energy team player and quick learner
• Savvy with office productivity tools, such as Powerpoint, Excel and Word
• Experience working in a multi-national company strongly preferred