Senior Process & AI Transformation Lead

Senior Process & AI Transformation Lead

Description -

In HP’s Intelligent Support Experience (ISX) Organization, we are transforming HP’s Customer Support by enabling the delivery of strategic programs through process architecture, process redesign, process intelligence, AI-enabled automation, and operational governance. We are looking for those who can work end-to-end across organizational borders and who possess the passion to help shape the future of the company. The Process, Responsible AI and Service Excellence (PRAISE) Team is looking for a Principal that is ready to contribute hands-on to the HP’s AI-infused Support strategy. If you have a lot of experience in process mapping and analysis, in lean, are not afraid to learn new technologies, and are a hands-on delivery type of individual, then we want to hear from you!

This role will work closely with technical and operational teams to drive value through projects associated with process re-design and AI-based automation. The role requires a resourceful approach to identify process subject matter experts and key stakeholders and a poised, tenacious approach to breaking down siloes and solving issues. This is a hands-on role, diving deep to understand the current situation and re-designing in detail the processes, together with all the needed governance to make the implementation of the TO-BE a success.  

The standard expectations

Unique mastery and recognized authority on relevant subject matter knowledge including technologies, theories and techniques. Contributes to the development of innovative principles and ideas. Successfully operates in the most complex disciplines, in which the company must operate to be successful. Provides highly innovative solutions. Leads large, cross-division functional teams or projects that affect the organization's long-term goals and objectives. May participate in cross-division, multi-function teams. Provides mentoring and guidance to lower-level employees. Routinely exercises independent judgment in developing methods, techniques and criteria for achieving objectives. Develops strategy and sets functional policy and direction. Acts as a functional manager within area of expertise but does not manage other employees as a primary job function

Specific Responsibilities:

• Lead end-to-end process transformation efforts supporting one or more ISX strategic programs, from current-state discovery through implementation, adoption, benefits realization, and continuous optimization.

• Manage and lead initiatives involving multiple functions and project teams to drive process mapping, analysis and improvement for a product or service offerings.

• Design future-state operating models, including processes, roles, governance, controls, metrics, and enabling technologies required to support scalable execution.

• Identify and manage interdependencies across ISX programs and business processes, ensuring end-to-end consistency and avoidance of local optimizations that negatively impact adjacent value streams.

• Communicate initiative progress, escalations, and issue analysis to program leads and stakeholders; collaborate with management and internal partners to implement changes to resolve escalated issues and produce solutions.

• Build and maintain process architectures, value streams and capabilities within Signavio.

• Utilize process mining capabilities to identify optimization opportunities and quantify business impact.

• Mentor and coach process modelers and business analysts on process discovery, analysis, modeling standards, and redesign techniques.

• Facilitate process modeling workshops and train team members and stakeholders in process excellence methodologies.

• Promote adoption of common modeling standards, governance practices, and design principles.

• Partner with PRAISE governance and change management professionals to ensure process changes are assessed, coordinated, communicated, and implemented consistently across affected functions.

• Partner with PRAISE Responsible AI specialists to ensure process redesign and AI-enabled automation initiatives align with HP Responsible AI principles, including transparency, accountability, human oversight, and business risk management.

• Drive innovation and integration of new technologies and quality initiatives into projects and activities in the organization.

• Manage activities of supporting project teams and internal partners, as well as 3rd party partners/contingent workers; ensures progress against established plan and makes determinations based on analysis of business information to alter or update schedule and resource allocation to meet delivery requirements and schedules.

Education and Experience:

• Bachelor's or Master's degree in Quality Management, Business Management, Engineering, Computer Sciences, or equivalent;

• Lean Six Sigma Black Belt or other Quality certification required;

• Experience with Signavio required (Process Manager, Insights, Intelligence);

• Project management certification such as PMP/PMI certification preferred;

• Agile methodology training and/or experience preferred;

• Typically 10+ years experience.

Education and Experience preferred:

• Experience with customer centered process design.

• Experience with process maturity models and assessment.

• Knowledge of the HP’s processes.

• AI/ML/RPA based process re-design experience.

• Experience utilizing basic AI-based tools would be an advantage (MS Copilot, Github Copilot).

Knowledge and Skills:

• Proven track record of leading cross company process design projects including global, cross-functional initiatives.

• Proven track record of working in a cross functional team to deliver an improved business outcome.

• Proven track record of driving waste reduction projects.

• Enterprise process architecture and value stream design.

• BPMN-based process modeling and governance.

• Ability to align processes, capabilities, technologies, metrics, and operating models into coherent transformation roadmaps.

• Experience designing and developing data collection and analysis tools and software packages to gather, integrate and analyze data from multiple sources.

• Evaluating, selecting, and creating forms of empirical and root-cause analysis, modelling and testing methodologies to identify areas for process improvement.

• Experience managing all aspects of cross- business unit initiatives, including communicating with internal and external stakeholders and directing matrixed teams and resources.

• Expertise in industry quality standards and methodologies and ability to develop new technologies, processes and practices for quality.

• Strong process skills with attention to detail, customer first and lean thinking.

• Ability to effectively communicate quality architectures, plans, proposals, and results, and negotiate options at business unit and executive levels.

• Experience with various team collaboration and program management tools, such as Visio, Zoom, SharePoint, Microsoft Teams, Service Now and SmartSheet.

Job -

Quality

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

No

Relocation -

No

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"