Voice of Customer and Offering Excellence Lead , CrossLab Services Center of Excellence

• Develop Services Voice of Customer strategy and support Product Managers in the approach to customer segmentation, needs identification and data collection.

• Provides coaching and resource support to Product Management teams in developing product and portfolio strategies, projects and priorities.

Voice of Customer

• Owns Voice of Customer research strategy and initiatives across services, and ensuring ongoing consideration in and between quarterly business reviews

• Supports product management resources through the coordination of Voice of Customer activities and findings, leveraging visibility to create leverage and efficiency in the VoC process

• Coordinates VoC resources for focus groups, feature feedback sessions, and gathers cross-Agilent customer feedback perspectives

• Ensures VoC is incorporated into business cases and validated/updated throughout the PLC and aligned to Chasm Strategic Marketing tools and frameworks.

• Synthesizes a combination of VoC perspectives from initiatives across Services Product offerings and other Agilent SU’s

• Develop market and macro trends in collaboration with Services Strategy and Business Development Manager, other SU’s and working groups (e.g., Segment Marketing and Market Intel Team)

Offering Excellence

• Ensures Services offerings drive a cohesive Agilent experience and is efficiently delivered (especially for products not part of the new product introduction process) by providing higher level perspective and recommended connection points to product managers

• Coordinates product management resources and efforts across services offerings to ensure they are cohesive and complementary

• Provides guidance to Product Managers in prototype program launch and execution in coordination with Channel Enablement, ensuring appropriate value add and follow through on prototype investments

• Coaches Product Management resources in best-practices for activities involving Services product development and lifecycle management (concept through obsolescence)

• Identifies unaddressed teaming needs and drives connections between Services product management resources and Solution Units resources