Job Summary

The Customer Sentiment Program Manager plays a critical role in elevating HP’s 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 sources—including NPS (Net Promoter Score), star ratings, and web-based product reviews—to 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 data‑driven insights that improve customer satisfaction, drive sentiment-led product improvements, and strengthen long‑term 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 deep‑dive 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 executive‑level recommendations.Track and measure the effectiveness of implemented improvements, closing the loop by validating impact on NPS and star ratings.Collaborate cross‑functionally with Marketing, CS, and Support to design experience‑improvement 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

Four‑year or Graduate degree in Business, Data Science, Statistics, Engineering, Marketing, or related fields; or commensurate work experience.Typically 4–7 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 analytics‑related 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 stakeholder‑management skills.

Cross‑Org Skills

Effective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer Centricity

Impact & Scope

Impacts product and customer experience strategies by serving as the central owner of sentiment‑driven 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.

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