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Job Description

Job Description (Posting).

Customer Experience Manager (CX) Job Description The ideal CX Manager is an experienced customer experience professional with a program / project management background, excellent communication skills and deep empathy for our customer s everyday struggles and challenges. S/he will lead 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. The CX Practitioner may support digital tools 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. The responsibilities of a CX Practitioner include, but are not limited to: Customer Experience (CX) Onboard client's teams to the CX Program by conducting in depth Customer Learning sessions, CX Maturity Assessments, and Voice of the Customer analysis. Design, conduct, and evaluate studies to identify key customer interactions that need attention or improvement, documenting requirements. Develop personas, journey maps and other tools to lead teams through problem solving of complex business and technical challenges that directly impact the customer experience. Analyze, quantify, and clearly articulate the value derived from program actions. Design new and innovative customer interactions and touchpoints to enhance and differentiate our customer experience Prioritize, manage, and deliver people/process/technology initiatives that optimize the Customer Experience end-to-end and result in quantifiable CX metric improvements. Provide thought leadership on the latest CX strategies and tools and seek to constantly advance HCL s position as a leader in Digital Workplace Services. Regularly communicate progress and opportunities to all levels of the organization using engaging and informative content. Effectively influence fellow leaders and team members to gain support for the CX Program with data and persuasion. Evangelize the Customer Experience mission and vision to all levels of the organization. Change Enablement (BCM) Understand the challenges users face adapting to the new digital technologies, areas of improvement, and ways of working, to assess how these interactions and experiences can be improved. Conduct workshops, interviews, surveys, focus group studies and other engaging activities across the customer s organization to collect and analyze user behavior data. Define and track adoption metrics across multiple initiatives in a program by analyzing tool usage data, monitoring end user adoption, and devising adoption campaigns that include key learning objectives and change management activities. Implement change strategies and plans for multiple engagements that can cross-functional boundaries. Integrate change management with product management and influences successful mitigation strategies with integrating best practices, change management efforts and interacting with key stakeholders to enable communication efforts. Employee Experience (EX) Define Experience plans and drive programs across multiple teams Implement new experience strategies and plans for multiple engagements that extend cross-functional boundaries. Define and track metrics across multiple initiatives in a program by analyzing data, monitoring experience metrics, devising experience campaigns that include key learning objectives and driving brand loyalty. Requirements: Bachelor s degree in Business Administrati



Skill (Primary)

PMO-Program Management-Program Management



solution design processes
quantifiable CX metric improvements
process and journey mapping
voice of the customer metrics
operational process changes
digital tools

HCLTech is a global technology company, home to more than 221,000 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 September 2023 totaled $12.9 billion. To learn how we can supercharge progress for you, visit

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 India. 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

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