Customer Experience Manager

Join Lenovo’s Solutions & Services Group (SSG) and help us take customer experience across Europe and META to the next level. As our Customer Experience (CX) Manager, you will own key CX initiatives, turn customer feedback and data into action, and lead cross-functional improvements across our service organisation, with a strong focus on AI, automation and continuous improvement. This is a highly independent role where you can influence how Lenovo Services delivers an outstanding experience to its customers. You will report to the Europe and META Services Chief of Staff & CX Lead.

What You Will Do:

• Own the Customer Experience programme across Europe & META, taking full responsibility for customer experience performance across Lenovo Services. Analyse customer feedback and actual results across countries, regions, partners and customer segments, identify trends and detractors behind low scores, and define the corrective actions needed to improve CX.

• Drive corrective actions from insight to resolution, working closely with Lenovo’s service towers, including contact centres, depots, logistics and field service, as well as external vendors and business partners. Negotiate with stakeholders, establish clear actions and trackers, and ensure issues are followed through until they are resolved.

• Lead and contribute to cross-functional CX projects, both within the CX team and across the wider organisation. Take ownership of initiatives that impact customer experience, including longer-term transformation projects focused on AI, automation and continuous improvement, while learning how different service towers and operational processes work.

• Use data, Power BI and AI to turn customer feedback into action. Work daily with customer survey feedback, analyse results and trends in Power BI, and use available AI tools for analysis, trackers and stakeholder communications, always validating the quality of the output and looking for smarter ways to improve processes.

• Operate as a senior, independent CX owner focused on measurable results. Set priorities together with the manager, proactively organise stakeholder meetings, create trackers and drive follow-ups without waiting for direction. Ultimately, the goal is to achieve CX KPI programme targets, continuously improve the customer journey, and help Lenovo Services deliver a best-in-industry customer experience across Europe & META.

What You Will Bring:

• Degree or equivalent business experience, with a project or programme management certification considered a strong advantage.

• Solid Customer Experience background within the computing/technology industry, with a good understanding of how customer experience connects with service delivery and operational performance.

• Proven project or programme management experience, including independently leading complex projects in an international, cross-functional organisation, setting priorities and driving activities through to completion.

• Strong stakeholder management and influencing skills, with experience working across operational/service teams, external vendors, business partners and senior stakeholders, including influencing teams without having direct reporting authority.

• Strong analytical and reporting capabilities, with the ability to work with large data sets, identify trends and translate numbers into meaningful customer insights and improvement actions. Hands-on experience with Power BI, Excel, reporting databases and data visualisation tools is important.

• Good AI literacy and enthusiasm for new technology, with confidence using AI tools in day-to-day work for activities such as analysis, communication and reporting. An open mindset toward AI, automation, innovation and change is highly valued.

• Fluent English, both written and spoken, with excellent communication skills across meetings, phone and email. An additional language is considered an advantage.

• Independent, organised and delivery-focused working style, combining a logical and methodical approach to problem-solving with strong teamwork. You should be highly motivated, adaptable and comfortable taking ownership, managing deadlines and proactively driving issues to resolution.

What We Offer:

• Opportunities for career development & growth
• Performance based rewards
• Hybrid working model (homeoffice/office)
• Up to 3 paid Personal Days annually
• Additionalvacation days
• 100% sick leave compensation up to 2 months per year
• A broad selection of soft / hard skills trainings and individual mentoring
• Employer contribution to the Third Pillar Pension System
• Life & life events insurance, fully covered by company

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.