Customer Support Insights & Benchmarking Lead
HPDescription -
The CS Insights & Benchmarking Lead is the enterprise owner of benchmarking intelligence and end‑to‑end (E2E) performance target‑setting activities across HP Customer Support.
This role defines and leads CS benchmarking intelligence and E2E performance target‑setting at an enterprise level. It establishes how CS measures success, compares performance internally and externally, and sets clear, outcome‑driven expectations across global operations.
By translating complex internal and market data into executive‑ready insights, the role directly informs strategy, transformation priorities, and investment decisions, enabling sustained performance excellence across CS.
Job specifics / responsibilities
Benchmarking intelligence leadership
Define and lead CS benchmarking intelligence governance, including scope, prioritization, and operating cadence, acting as the single point of accountability for definitions and methodologies.
Own the E2E benchmarking intelligence strategy and multi‑year roadmap, aligned with CS and HP business priorities.
Lead internal and external benchmarking initiatives to identify best practices, performance gaps, and enterprise‑level improvement opportunities.
Performance target setting & alignment
Own the alignment of E2E customer experience and operational performance targets across CS.
Ensure functional, market, and business‑level targets are consistently aligned and coherently rolled up to global E2E objectives.
Resolve cross‑functional or regional misalignments by defining final E2E target recommendations for executive review and approval.
Insights, influence & transformation
Translate complex data, benchmarks, and analyses into clear, executive‑ready insights and recommendations.
Influence senior and executive leadership decisions related to strategy, transformation initiatives, and performance improvement priorities.
Stakeholder, vendor & budget management
Lead global relationships with external benchmarking partners and market intelligence providers, ensuring data quality, consistency, and business relevance.
Own and manage the global CS benchmarking intelligence budget, with accountability for value realization and ROI.
Key deliverables / accountabilities
Annual enterprise benchmarking roadmap defining priorities, scope, and milestones, aligned with CS strategy, planning cycles, and transformation objectives.
Executive‑ready benchmarking and performance insight packages delivered at key planning, QBR, and transformation milestones, enabling data‑driven leadership decisions.
Annual E2E performance target and goal‑setting framework supporting aligned operational planning, execution, and performance management across CS.
Working relationships
Internal
Customer Support Operations (CSO)
Field & Channel (F&C)
Service Supply Chain (SSC)
Customer Care Center (CCC)
Digital Transformation (DT)
Managed Services Delivery (MSD)
Customer Experience
External
Benchmarking partners
Market intelligence vendors
External consultants
Experience
Extensive experience (typically 10+ years) in market intelligence, benchmarking, strategy, analytics, or customer support operations within complex, global organizations.
Deep expertise in market intelligence and benchmarking, including application of internal and external benchmarking methodologies.
Strong understanding of operational strategy and its translation into outcome‑driven performance targets.
Demonstrated ability to influence, align, and drive decisions at senior leadership level across global organizations.
Proven experience delivering executive‑level insights and recommendations from complex data.
Strong program, portfolio, vendor, and budget management experience.
Advanced analytical, dashboarding, and storytelling capabilities; experience applying AI or advanced analytics to benchmarking is a strong advantage.
Education
Bachelor’s degree required (Business, Economics, Engineering, Analytics, or related field).
MBA or equivalent advanced degree preferred.
Sales & Services Entity
The pay range for this role is $130.700 to $205.200 USD annually with additional
opportunities for pay in the form of bonus and/or equity (applies to United
States of America candidates only). Pay varies by work location, job-related
knowledge, skills, and experience.
Benefits:
HP offers a comprehensive benefits package for this position, including:
* Health insurance
* Dental insurance
* Vision insurance
* Long term/short term disability insurance
* Employee assistance program
* Flexible spending account
* Life insurance
* Generous time off policies, including;
* 4-12 weeks fully paid parental leave based on tenure
* 11 paid holidays
* Additional flexible paid vacation and sick leave (US benefits overview
[https://hpbenefits.ce.alight.com/])
The compensation and benefits information is accurate as of the date of this
posting. The Company reserves the right to modify this information at any time,
with or without notice, subject to applicable law.
Job -
ServicesSchedule -
Full timeShift -
No shift premium (Spain)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 HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"