Customer Support Insights – Benchmarking Lead

Role Overview

• 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.
• 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.
• 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.
• Influence senior and executive leadership decisions related to strategy, transformation initiatives, and performance improvement priorities.
• 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.

Requirements

• 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.

Benefits

• 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