Position Description: We are Lenovo! Currently the number one PC vendor worldwide, we continue to be the fastest growing company in our respective field. We’re a leader in genuine innovation, dreaming up and building the technology and services that enable and inspire progress around the world. We are dedicated to fostering an environment that encourages entrepreneurism and ownership - a workplace where your talents can be challenged, and your efforts recognized and rewarded. We’re the progressive thinkers, creative doers and endless tinkerers who will always challenge the traditional and who know true groundbreakers never stand still. No matter what team you’re a part of, joining us you can create real impact. In this position, you will be acting as a transformational manager who can build a strategic plan but also execute on that vision. These are your detailed responsibilities: • Define the overall EMEA services CX strategy in line with the global/geo Services 4U Strategy and in-line with the Service LED Transformation requirements • Manage the CX team (ensure the right organizational structure and staffing) • Support the service delivery teams to optimize the End-to-end Services Processes in EMEA with respect to customer experience • Best in class customer experience (segment specific for consumer, commercial and relationship customers) • CX KPI target setting and management for the whole service organization (CeC, Depot, Onsite, Partners, L2 support, etc.) • Design and Manage CX framework to support delivery teams to improve the overall customer satisfaction (OSAT) • Customer journey mapping, touchpoint analysis and prioritization for a seamless customer journey • Collaboration with delivery team to identify critical customer touchpoints and initiate related improvement plans to increase the quality of service • Collecting customer feedback through surveys, complaints, channel partner discussions etc. and provide information back to delivery team to identify areas of improvement. • Regular interlocks with the Global CX team to ensure alignment of global and Geo CX strategy, sharing best practices etc. • Initiate and track progress of initiatives impacting/improving CX • Root cause analysis of customer complaints,  proposal for corrective action plans • Reporting and analytics to identify and support CX improvement initiatives • Taking care about managing proactive/reactive complaints • Manage all customer care processes, remembering the necessity to become more proactive and contact customers before complaint is raised • Manage customer care team to deliver what customers need and continually improve your customer care team’s efficiency and effectiveness #### Position Requirements: • Strong knowledge in customer experience management with specific focus in the following areas: • Customer journey mapping • Touchpoint analysis • CX framework design and management • CX KPI setting and management • Good understanding of the end-to-end service delivery process • Experience in key service delivery areas, e.g. Customer engagement centers, complaint management, etc. • Capabilities to build/maintain relationship and collaboration internally and externally • Very good communication skills Other dimensions: • Proven ability to support and deliver IT Services business with hands-on experience and deep knowledge of Project Management and Service Management. • Understand different culture/practice/process across EMEA GEO • Excellent leadership to keep employees motivated, resolve conflicts and make hard decisions when required What We Will Offer You: • An open and stimulating environment within one of the most forward thinking IT companies • Flat structures and fast decision-making processes • A modern and flexible way of working to combine personal and professional life, working from home • An international team with a high focus on Gender Diversity • Attractive compensation package Base gross monthly salary from minimum 3300 EUR and above, depending on experience + variable part 14% of your annual earnings We are looking forward to discussing this position with you soon! Lenovo is an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.