Lenovo

We are currently looking for a Customer Experience manager to join our team in Bratislava. 

Responsibilities:

• Collecting customer feedback through the After Service Event survey, and providing essential customer feedback to the EMEA Service teams. They define and analyze customer feedback through Customer Experience KPIs (Overall satisfaction, Top 3 Box, End-to-end cycle time, Repeated interaction rate,  First time resolution etc). 
• Driving improvements and highlights priorities with the delivery, call centre and service operations teams, being involved in WW CX projects and ensures EMEA geo is capable of utilizing available CX tools. 
• Proactive approach to understanding the client, and appropriate processes, and thus drives the ownership of spotting, reporting and fixing outliers. 
• Collecting customer experience, analyzing and addressing it to internal Lenovo people as well as external vendors (contracted by Lenovo) to negotiate and resolve customer issues with aim to improve customer experience for all Lenovo Services customers. This is to ensure Lenovo EMEA services customers are served as the best in the industry. 
• Using Confirmit to survey customers (collect feedback), Qliksense (to analyze) and day-to-day meetings / discussions with Lenovo services stakeholders to address open items.
• This vital role involves collaboration across Lenovo organization globally, as well as interaction with vendors and business partners across various service towers (Call center, Depot, Authorized warranty service operations) with a main goal to achieve the targets set in the KPI program.

Requirements

• 3rd level degree or equivalent business experience.
• Experience in the computing industry desirable.
• Customer Experience management
• Excellent communication skills and customer facing skills (phone and e-mail).
• Good team player, ability to work in small team and a wider global team to meet customer requirements.
• Highly motivated individual that is able to work and deliver within deadlines.
• Organized and methodical person with logical approach in addressing issues.
• PC User skills for mail and database access
• Spreadsheet and data analysis
• Fluent English (oral and written), additional language is an advantage

Competencies

• The successful applicant must be a team player, show enthusiasm towards innovation and change and adapt accordingly.
• Analytical thinking - good analytical skills, ability to convert numbers to reflect customer insights.
• Ability to collaborate with service teams to participate and lead CX related projects.
• Understand internal processes, navigate other cross-functional teams without direct reporting links, influencer and customer advocate as process changes are being implemented.