Customer Journey Architect

India
Permanent
Full-time

1 month ago

Customer Journey ArchitectDescription -Job Summary

This role is responsible for leading the strategic planning and management of product support or solution portfolios across their entire lifecycle, aligning them with pricing strategies and ensuring seamless service delivery. The role focuses on driving revenue and margin contributions from a diverse portfolio, thereby ensuring continuous enhancements to business performance. The role defines and executes the function's vision, fosters customer business transformation, and represents services within product development teams. The role also collaborates globally to develop innovative solutions and leads cross-functional initiatives with a significant impact on the services business.

Responsibilities

Leads and cultivates the planning of product support or solution portfolios throughout their entire lifecycle, ensuring alignment with pricing strategies, seamless end-to-end service delivery, and readiness for sales, along with their associated processes.
Assumes responsibility for the revenue and margin contributions of a portfolio comprising more than one solution or service.
Assumes a leadership role in shaping and executing the function’s vision, facilitating customers in their business transformation and the realization of tangible business value from their IT investments.
Represents services within product or solution portfolio core teams and incorporates service requirements into various product development stages, including activities like product warranty support and cost analysis, as well as the development of content and collateral for service product marketing.
Conducts thorough business analysis, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance.
Collaborates across regions, geographies, and global teams to formulate and implement innovative services, solutions, or programs and their associated processes to address evolving customer and market demands while promoting profitable growth.
Utilizes both technical and business acumen to lead intricate cross-functional initiatives with significant impact on the services business.
Ensures delivery teams are provided necessary guidance to drive accountability and successful program execution, ensuring project success and alignment.
Contributes innovative ideas and may lead large cross-functional teams, exercising independent judgment to solve unique and complex problems impacting the business.
Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.

Education & Experience Recommended

Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 10+ years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.

Preferred Certifications
NAKnowledge & Skills

Agile Methodology
Analytics
Business Development
Business Strategies
Business To Business
Customer Relationship Management
Data Analysis
Digital Marketing
Go-to-Market Strategy
Key Performance Indicators (KPIs)
Market Research
Marketing
Marketing Strategies
New Product Development
Product Management
Product Marketing
Product Strategy
Project Management
Thought Leadership
Value Propositions

Cross-Org Skills

Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Impact & Scope

Impacts large functions and leads large, cross-division functional teams or projects.

Complexity

Provides highly innovative solutions to complex problems within established policy.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

#li-postJob - ServicesSchedule - Full timeShift - No shift premium (India)Travel - 50%Relocation - YesEqual Opportunity Employer (EEO) -HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s or your EEO rights as an applicant under the law, please click here:

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