#### Position Description:


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

#### Position Requirements:


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.

Base gross monthly salary from minimum 2100 EUR and above, depending on
experience + variable part 12% of your annual earnings.

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.