Description
Hewlett Packard Enterprise is seeking an experienced Digital Experience Architect to define and evolve end-to-end customer and partner support experiences across HPE Networking's digital ecosystem.
The successful candidate will be responsible for customer journey design, workflow architecture, platform integration, and experience optimization. They will identify opportunities to simplify customer interactions, eliminate process redundancies, increase self-service adoption, and leverage AI, analytics, and automation to create seamless omnichannel experiences.
Key responsibilities include:
- Defining and optimizing end-to-end customer and partner journeys across support and services experiences
- Designing future-state workflows for case management, case lifecycle management, RMA, onboarding, entitlement management, licensing, asset visibility, software delivery, knowledge consumption, and support services
- Developing service blueprints, capability maps, process architectures, and experience standards that align customer needs with business objectives
- Identifying friction points, process inefficiencies, and redundancies across customer and operational workflows, and defining scalable solutions to address them
- Architecting omnichannel engagement models spanning portals, virtual assistants, chat, notifications, knowledge platforms, and assisted support channels
- Driving adoption of AI-enabled experiences including intelligent search, agentic AI, conversational AI, guided troubleshooting, digital assistants, and recommendation engines
- Leveraging customer insights, behavioral analytics, and operational metrics to improve digital adoption, self-service effectiveness, and customer satisfaction
- Partnering with Support, Services, Engineering, UX, Knowledge Management, Security, and Business stakeholders to deliver integrated digital experiences
- Supporting portal modernization, platform consolidation, and digital transformation initiatives
The ideal candidate will have 10-15 years of experience in Digital Experience Architecture, Service Design, Customer Experience, Business Architecture, Support Transformation, or related disciplines.
We offer a comprehensive suite of benefits that supports the physical, financial, and emotional wellbeing of our team members and their loved ones.