Customer Experience Team Leader

Advocates Customer Experience and be able to accurately articulate customer feedback and develop granular action plans on key drivers and trends.Acts as subject matter expert on HP processes and policies.Participates in Customer Experience strategy and planning.Works closely with Training to ensure Customer Service tools coaching/training strategy are in place.Tracks and reports on Customer Experience and Net Promoter Score performance by line of business.Builds custom reports and conducts extensive trend and root cause analysis on CX performance, gaps in performance, issues, etc. and provides feedback / recommendation to HP Management on what’s working/not working.Identifies and ensures resolution on CX issues.Prepare and present information relating to the program to front-line CSR’s, Team Leaders, and Managers.Develop initiatives and improvement plans directed by top negative customer experience drivers as identified in order to meet or exceed CX goals.