Program Manager (Customer Experience)

The ideal CX Lead is an experienced customer experience professional with a strong program management background, excellent communication skills and deep empathy for our customer’s everyday struggles and challenges. S/he will lead define and delivery on engagement activities including onboarding to the CX Program, defining, and measuring current state, identifying, and delivering opportunities that directly improve the customer experience. S/he has a unique point of view that brings out the best in the team and their partners constantly advocating for the customer. 

Success comes from solving complex business and technical problems with solutions that eliminate obstacles, automate wherever possible, and optimize the customer experience. The CX practitioner may support digital tool and/or operational process changes guiding delivery plans focused on accelerating adoption and usage. S/he should be familiar with voice of the customer metrics, process and journey mapping, persona creation and solution design processes. 

CX Execution / Delivery

• Partner with the respective delivery heads to define and document the CX strategy and roadmap for the respective portfolio of accounts within the vertical.
• Facilitates the execution of the CX strategy/roadmap across the portfolio of accounts.
• Identifies needs and solution resourcing to support the respective portfolios for current and annual growth plan which is agreed with delivery heads.
• Works proactively with cross functional teams across delivery, service excellence and customer experience to maintain focus on delivering CX services.
• Works with respective delivery managers and client sponsors to define and document the CX objectives, strategy, and roadmap for improving the CX maturity for the allocated account.
• Serve as an expert to the practitioners for key areas within the CXG portfolio of services.
• Ensure end to end delivery of the customer experience using customer experience (CX), behavioral change management (BCM) and employee experience (EX) frameworks across all accounts where engaged.
• Ensure end to end delivery of the frameworks by team across all accounts where engaged.
• Facilitates and guides groups, helping them find the answer and engage in co-creation of solutions.
• Could include mapping existing journeys to identify frictions, design interactions that eliminate friction and meet or exceed expectations. Address the root causes.
• Could include defining and implement a customer experience dashboard that measures experience and perception consistently.
• Conducting GAP / Maturity assessment
• Establish the Best Practice Guideline & Framework (People, Process & Tools and Transition & BAU Operations) - Process & Procedures, Questionnaire, Weightage, Portal, Frequency, Recovery Plan
• Proactive Assessment (people, process, tools) 

Stakeholder Management

• Promoter and educator of the CX value proposition / framework and how the CX has impacted our customers experience objectives.
• Proactively engages and influences all stakeholders and manages their expectations.
• Proactively drives and/or leads cross functional strategies through strong relationships with key account and delivery leaders.
• Advise, consult, and bring value-oriented conversations to the engagements and partner with delivery leaders to anticipate demand in new areas within the portfolio of accounts.
• Bring best practices and industry or client pain point solutions to the portfolio of accounts.

CX Coach

• Coach and lead the team under the vertical areas with in CX assigned to their specific geography in implementing the CX framework consistently across their allocated accounts.
• Support CX practitioners on achieving their CX annual goals. 
• Support CX practitioners to deliver value, customer experience outcomes for HCL clients and internal customers.
• Follow HCL Performance Management and HR practices for managed team members.
• Demonstrated use and contribution to the CXG resource management, demand management, recruitment, and, learning and development, knowledge management practices.
• Work with sales and proposal teams to understand and define the client’s experience objectives / challenges, and CX vision in the proposal phase. 
• Facilitate client conversations to define and understand client’s vision for its Experience Office.
• Architect solution definition, scoping key CXG resources and any other solution building materials during presales to transition.
• Participates and presents CX solution during the sales lifecycle to represent the value and possible CX transformation journey.
• Acts as the CXG representative and architecting solutions across CX, EX, and Change Management.

CX Internal Development/Capability Building

• Ongoing coaching across the organization – playing the catalyst role.
• Promote understanding to own team and delivery teams on how their roles are critical in delivering on the CX program/roadmap.
• Supports the organization’s CX Community of Practice by delivering education and training that enables success.
• Engages and collaborates with entire CX team (other CX/BCM/EX leads, practice heads and other team members) towards improving the skills, knowledge, and maturity of entire CX function.
• Ensures Customer Experience Group progress reports are completed through customer experience reviews and readouts (e.g., progress tracker, weekly reports, and similar, regular progress updates to key stakeholders within account and/or customers).
• Create a system of shared values & behaviors that encourage, empower, and enable all employees to deliver remarkable customer experiences.

Personal Development

• Responsible for driving own development to keep current with the latest thinking on Customer Experience, Employee Experience, Behavioral Change Management other relevant disciples
• Responsible for driving own development of the various recommended internal trainings with HCL and external sources.

Skills and Education: 

• Bachelor’s degree in Business, Marketing, Information Management and/or a related field 
• 10-15+ years of progressive experience in IT Services / Service Delivery, Operations Mgmt., Customer Support, and/or Transformational Program Management and Lean Six Sigma.
• Strong program management experience including strategic planning, organization, execution, and benefits realization.
• Exceptional hypothesis driven problem-solving skills to work through complex challenges and define creative solutions. Strong data gathering and analysis skills to help identify root causes. Experience translating user research, analytics, and best practices into solutions. 
• Compelling presentation skills to build and share inspiring visual stories and use cases. 
• Skilled at cross organizational collaboration and influencing interpersonally, at all levels, to build alignment and drive closure on issues and results. 
• Superior relationship-building, communication and negotiation skills within cross-functional teams and client stakeholders. 
• Strong leadership, strategic thinking, and practical organizational planning skills.
• Thrive working under pressure and deadlines, with a strong ability to manage ambiguity while driving clarity. 
• Ability to adapt and change with the needs of the organization and business. 
• Understanding of digital workplace solutions that enable collaboration, communication, and knowledge sharing. 
• Recent experience as part of a Customer Experience organization preferred. 

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a Customer Experience Lead?

How many years of project management experience do you have?

HCLTech is a global technology company, home to more than 223,400 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2023 totaled $12.8 billion.

We have been named a Global Top Employer for 2023 and certified as a Top Employer in 25 countries by the Top Employers Institute across three regions, Asia Pacific, North America and Europe, for consistency in people practices across the globe. Of the 25 countries, HCLTech is ranked number one in 18 countries, including Philippines. These accolades demonstrate our commitment to fostering a work environment with an innovative and a progressive work culture. To learn how we can supercharge progress for you, visit hcltech.com.

HCLTech is a global technology company, home to more than 223,400 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2023 totaled $12.8 billion.

We have been named a Global Top Employer for 2023 and certified as a Top Employer in 25 countries by the Top Employers Institute across three regions, Asia Pacific, North America and Europe, for consistency in people practices across the globe. Of the 25 countries, HCLTech is ranked number one in 18 countries, including Philippines. These accolades demonstrate our commitment to fostering a work environment with an innovative and a progressive work culture. To learn how we can supercharge progress for you, visit hcltech.com.

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