CX manager

Job Description:

HPE Financial services is where we help organizations create the investment they need for digital transformation, in an innovative and sustainable way. We partner with customers across their entire IT asset portfolio from edge to cloud to end-user. Unique to each client’s aspirations and size, our financial and asset management solutions are anchored by best-in-class tech upcycling services. Join us redefine what’s next for you.

Role Summary

The Customer Experience (CX) Manager will lead the Customer Experience Team, a strategic India-based organization responsible for delivering Level 1 customer support and beyond, customer advocacy, operational excellence, and continuous improvement across the customer lifecycle to become the world class contact center organization for customers.

This role will drive exceptional customer experiences by managing customer interactions through the Dynamics 365 Customer Engagement (CE) platform, leading proactive issue resolution, reducing customer effort, and partnering across functions to improve business processes. The position combines people leadership, operational management, strategic thinking, automation enablement, and transformation leadership to improve customer satisfaction while enhancing operational efficiency.

What you'll do:

Customer Experience Leadership

• Define and execute the Customer Experience strategy aligned with business and customer priorities.
• Foster a customer-first culture focused on responsiveness, accountability, and service excellence.
• Serve as the voice of the customer by translating customer insights into actionable improvements.
• Drive initiatives that improve customer satisfaction, loyalty, and ease of doing business.
• Ensure consistent customer experiences across all supported geographies and channels.

Operational Excellence

• Lead day-to-day CX operations across customer-facing support activities.
• Ensure effective management of:
• Missing Invoice Support
• Statement of Account (SOA) Requests
• Customer Portal Support
• Unassigned Customer Account Management
• Undelivered Email Management
• Triage Queue Management
• Customer Data and Name Alignment Activities
• Customer Contact Maintenance Processes
• Establish governance models and operational controls to ensure service quality and compliance.
• Drive standardization and simplification of processes across regions

Continuous Improvement & Transformation

• Identify process gaps and customer pain points using operational and customer data.
• Lead automation initiatives that improve efficiency and reduce manual effort.
• Drive digital adoption and self-service enablement through customer portals and workflow solutions.
• Partner with technology teams to implement scalable solutions and process enhancements.
• Champion innovation and continuous improvement across the customer support ecosystem

Stakeholder & Customer Advocacy

• Build strong relationships with global stakeholders across Operations, Finance, Customer Service, IT, Sales, and Product teams.
• Influence cross-functional teams to resolve customer-impacting issues.
• Facilitate discussions to drive alignment on customer experience priorities.
• Advocate for customer needs while balancing business objectives and operational realities.

Data, Insights & Performance Management

• Establish and monitor operational and customer experience KPIs.
• Analyze trends, root causes, and recurring customer issues to identify improvement opportunities.
• Deliver executive-level dashboards, business reviews, and performance reports.
• Leverage data and customer feedback to drive informed decision-making.
• Ensure performance targets are achieved, and corrective action plans are implemented when required.

People Leadership Responsibilities

• Lead, coach, and develop a high-performing team of Customer Experience professionals.
• Set clear goals, expectations, and development plans.
• Create a culture of ownership, collaboration, innovation, and continuous learning.
• Build future leadership capabilities through mentoring and succession planning.
• Drive employee engagement, inclusion, and talent development initiatives.
• Manage workforce planning, hiring, onboarding, and capability-building programs.

Education and Experience Required:

• Typically 8+ years to establish proven track record in Service Business Management Established management background of high level individual contributors (leading teams).
• Typically first level and advanced level university degree.

Knowledge and Skills:

• High market knowledge. Need broad knowledge competitive market dynamics, business models, business strategies and processes.
• Demonstrate knowledge of corporate organization, culture and policies, cross functional roles and objectives.
• Skills in management of people and business relationships, knowledge in organizational design and planning, problem solving, managing individual and team productivity and dynamics, and excellent communication, and negotiation skills.
• Familiarity with financial reporting tools and ability to correctly design reports and interpret their output.
• Demonstrated ability to provide thought leadership and drive change across functions; highly developed program management and change management.
• Management by influence with international, multi-cultural, virtual teams.
• Influence cross-functionally and on senior management level.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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Hewlett Packard Enterprise

Technology innovation that fosters business transformation.

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Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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