Customer Sentiment Program Manager
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Job Location:
Monthly Salary:
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Description -
Job Summary
The Customer Sentiment Program Manager plays a critical role in elevating HPs Office Printing customer experience by serving as the architect of customer feedback insights. This role leads the end-to-end assessment analysis and interpretation of customer sentiment across multiple sourcesincluding NPS (Net Promoter Score) star ratings and web-based product reviewsto derive actionable recommendations that directly influence product quality user experience and roadmap decisions.
This role partners closely with stakeholders and internal/external partners to deliver datadriven insights that improve customer satisfaction drive sentiment-led product improvements and strengthen longterm loyalty. The ideal candidate combines analytical rigor customer empathy and program management excellence.
Responsibilities
- Own and lead the NPS program for Office Print products including data collection score validation trend analysis and identification of improvement opportunities.
- Analyze customer sentiment from star ratings written reviews surveys call logs return reasons and digital telemetry to uncover root causes of dissatisfaction and emerging customer needs.
- Build a unified sentiment analytics framework that integrates inputs from internal and external data sources.
- Provide deepdive insights to help engineering and product teams address quality usability and experience gaps.
- Partner with R&D and Quality teams to ensure customer sentiment insights are embedded into product decisions FW/SW enhancement plans and lifecycle activities.
- Conduct holistic customer experience evaluations across the purchase setup usage and support journey for Office Printing products.
- Develop dashboards reports and structured narratives that translate complex sentiment data into actionable executivelevel recommendations.
- Track and measure the effectiveness of implemented improvements closing the loop by validating impact on NPS and star ratings.
- Collaborate crossfunctionally with Marketing CS and Support to design experienceimprovement programs based on sentiment drivers.
- Maintain documentation insights repositories and analysis models.
- Stay updated on sentiment analytics methodologies tools and industry benchmarks.
Education & Experience Recommended
- Fouryear or Graduate degree in Business Data Science Statistics Engineering Marketing or related fields; or commensurate work experience.
- Typically 47 years of experience in customer experience product analytics sentiment analysis VOC programs quality insights or related fields.
- Experience working with structured and unstructured customer feedback data (NPS CSAT reviews forums).
- Experience influencing product teams through data insights preferred.
Preferred Certifications
- CX VOC or analyticsrelated certification (e.g. NPS certification Data Analytics Certification).
- Programming or analytics tool certifications (SQL Python Power BI Databricks Qualtrics) preferred.
Knowledge & Skills
- Strong analytical capabilities and experience with customer sentiment analytics.
- Ability to interpret unstructured feedback and derive meaningful insights.
- Knowledge of statistical analysis text analytics or basic NLP preferred.
- Proficiency in analytics/visualization tools (Power BI Looker Tableau).
- Familiarity with Office Print product ecosystem is a plus.
- Strong communication and stakeholdermanagement skills.
CrossOrg Skills
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
Impact & Scope
- Impacts product and customer experience strategies by serving as the central owner of sentimentdriven insights.
- Acts as a key partner to engineering and product teams influencing roadmap decisions and quality improvements.
Complexity
- Works independently on complex and ambiguous analytic problems.
- Provides thought leadership on sentiment methodologies and insight generation.
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-Post
Job -
QualitySchedule -
Full timeShift -
No shift premium (Singapore)Travel -
Relocation -
Equal 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.
For more information review HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
