CX manager

CX manager This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. 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