HP’s vision and promise is to engineer experiences that amaze our customers.  With the heart, creativity, and energy of a startup, and the brain, muscles, and determination of a Fortune 100 corporation, we continue to deliver ground-breaking new technologies to build on our 76-year legacy of innovation.

HP’s recently formed Customer Experience Office is focused on creating the very best possible experience for HP’s global customer base.  As part of our digital transformation, HP is investing in a portfolio of experiences that help customers of all sizes to be as productive as possible as they complete tasks throughout all phases of their journey with HP. HP’s vision for customer experience is to make HP the easiest and most trusted company for the digital world.  Our strategy to deliver on this vision is to create a portfolio of digital experiences that make it easy for customer of all types to use technology to get things done. This work depends on an empathetic approach to understand the needs of our customers and then to create a set of solutions that goes directly to responding to those needs.

A Customer Experience Intern will be part of the Customer Journeys and Curation team and will work with product and business groups across the company to create seamless end to end experiences for our customers.  In this role, you will be use customer data and insights to define the journeys for customer trying to complete both discrete tasks and end to end experiences.  As you work with product groups, business units, marketing and the customer support organizations, you will define a world-class set of end-to-end customer journeys that not only help customer to complete the task at hand, but also to help make sure that there are clear linkages between tasks to deliver the best possible outcome for customers.

Responsibilities:
University students enrolled in a Masters advanced degree program who are working in a technical or non-technical internship role at hp during their study or in summer breaks between university semesters.

In this role, the customer experience journey curator intern is responsible for supporting projects and programs related to delivering experiential results and creating repeatable processes that evolve with the needs of our customer. Some examples of these projects and programs may include but are not limited to:

Understand existing experiences by seeking customer data from direct conversations, surveys and focus groups to develop insights into customer wants and needs.

Create artifacts and visualizations (journey maps, service blueprints) that help business stakeholders build customer empathy & understand experiences from the outside-in.

Identify and track business and customer experience metrics that correlate to our customers’ outcome/effort/experience performance

Collaborate on customer experience improvement efforts, using human-centered design methods and co-creation to ensure we solve the right problems for our customers.

Education and Experience Required:
Bachelors degree 1st year of Master’s program completed.

Education and Experience Preferred: 

Currently pursuing aMasters in Business Administration.  Coursework or focus on Customer Experience, Customer Experience Management, Behavioral Economics or innovation is preferred.

Knowledge and Skills Preferred:

Problem Solving: Approaches problems in a rational manner using sound strategies that ensures comprehensive understanding and effective resolution.

Strategic Thinking: Demonstrate ability to gather data and work with stakeholders to drive decisions that meet customer needs & position the business for success.

Design Thinking: The ideal candidate has had some level of exposure to design thinking.

Visualizations: Knowledge and/or experience with collaborative diagramming tools

Empathy: Passionate about understanding customers and providing an excellent customer experience.

Strong Communications Skills:  This includes written (prose), PowerPoint and live presentation skills.