#### Position Description:


The Customer Experience Specialist is a Customer Experience subject matter
expert within the Intelligent Device Group (IDC) with focus on Personal
Computer. The IDG CX team designing and implementing CX systems and processes
that enhance Lenovo’s overall customer experience. Reporting to the Director
of LASCX within IDG, you will work with a team of direct and indirect global
team members, and will drive CX competency and customer centricity within the
team, and the larger employee base. You will be responsible for growing the CX
maturity of the organization in the region , and for designing and
implementing systems to improve the experience of customers throughout their
journey with Lenovo.

Success in this position requires working collaboratively with global leaders
and CX and sales teams, business units, and functional teams at country and
regional level, to transform Lenovo from a product-centric to a customer-
centric company. The  CX Specialist will lead the design and implementation of
CX processes, tools, measurement systems, and cultural initiatives to drive
employee engagement in customer centricity. You will leverage customer
feedback to identify key pain points, set customer-centric performance goals,
enable closed loop feedback with customers and into the business, and
effectively communicate progress back to the organization.

Key Responsibilities:
• Demonstrates CX thought leadership and is seen as a partner to executive
management and regional leadership, recognizing the need to provide an
intended customer experience while balancing cost competitiveness
expectations.
• Brings CX Industry Best practices for Listening, Interpreting, and Acting on
customer feedback, and works to integrate these into the Lenovo business
management system
• Supports the development and execution of the CX strategy and initiatives
roadmap to drive differentiation between Lenovo and its competitors
• Engages in the CX governance processes and manages relationships with the
region to enable efficient interactions, enable progress on initiatives, and
drive strategic alignment.
• Monitor that all customer responses and comments are handled correctly
within Lenovo in order to provide you with the best possible response and in
the correct timeline.
• Support people in the geo on the correct usage of the different tools to
answer customer feedback as well as reviewing customer feedback dashboards
• Lead the weekly CX BMS to review all countries and segments actions to
continue improving our processes and actions focus on customer experience
• Presents to senior management to translate insights into actions across the
different areas, ultimately creating sustainable customer experiences and
increases in customer loyalty.
• Contributes to the design and implementation of tools and processes that
capture gaps in the customer experience, provides a 360 degree view of the
customer, and enables Lenovo to close the loop with the customer and the
business.
• Communicates with, and is an advocate for the customer
• Shows business acumen by balancing customer experience initiatives with
business efficiency

#### Position Requirements:


• 3-5 years of work experience in the Customer Experience field, such as:
voice of customer, voice of employee, CX program design and implementation,
and CX platform tools
• Experience in quantitative and qualitative VoC system application and
customer journey management
• Proven ability to communicate directly with customers and represent
customers to employees and leaders
• Demonstrated results leading and working with global, diverse, cross-
functional teams
• Organizationally savvy, with demonstrated ability to influence leaders and
facilitate alignment and clear decision making.
• Experience in prioritizing, multi-task and perform effectively under
pressure
• Effective at translating strategy into tactical actions
• Strong facilitation skills to achieve alignment and clear decision making
• Ability to prioritize, multi-task and perform under pressure
• Strong project management and change management skills
• Demonstrated focus and execution on continuous improvement
• Excellent verbal, written and presentation skills, both in Spanish and
English
• Strong leadership, collaboration, and influencing skills

We are an Equal Opportunity Employer and do not discriminate against any
employee or applicant for employment because of race, color, sex, age,
religion, sexual orientation, gender identity, status as a veteran, and basis
of disability or any federal, state, or local protected class.