Dell Sr. Advisor: CCO Audience strategy & analytics in Austin, Texas

Senior Advisor, Project Program Management

Competitive salary

Austin, TX area

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Sr. Advisor on our CCO Audience Strategy & Analytics team in Austin or Bangalore

Innovative projects that deliver cutting edge results do not run themselves. Project and Program Management within Business Support ensure projects run seamlessly, from start to finish. Our team manages projects or leads others managing projects — ensuring cross-functional teams work collaboratively and effectively. We oversee initial plans, set budgets, track project activities and communicate milestones to key stakeholders.

Key Responsibilities

  • Drive stakeholder engagement and liaise between the business and the CCO Analytics and Strategy team

  • Liaise with VOC Ops teams, and suppliers 9Walker, Maritz, etc) to deliver sample files in preparation for survey fielding.

  • Communicate program plans, risks, and delays to pertinent stakeholders and develop risk mitigation plans.

  • Establish strong relationships with sales, marketing, product groups, service, operations and finance and be a thought leader to take Dell's CCO to the next level

  • Incorporate and validate business and suppression rules across all listening posts

  • Support VOC program interlocks with key stakeholders within the business and functional areas. Co-develop guidelines on Frequency, Audience size, SVC, Weighting Methodology, Fatigue rules, End-user vs Partner IDs and other MVP metrics

Essential Requirements

  • BS in Marketing/Business Administration or BSE Engineering

  • 5-7 years of experience leading cross functional projects or product/program roadmap; in business in marketing, business analysis and/or survey design

  • Confidence to take unconventional positions when supported by fact and experience

  • Excellent track record of handling ambiguity well

  • Strong communications and presentation skills at all levels

  • Self-driven individual, demonstrating continuous learning and creativity, and is naturally collaborative

Desirable Requirements

  • Master’s Degree

  • PMP certification

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you share our passion for data and you’re keen to play a key role in driving progress, this is your opportunity to develop with Dell.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .

Role Description Summary:

This is a corporate role covering all customer segments, Enterprise, Commercial and Consumer/Small Business. The candidate will work in cross-functional teams with business stakeholders, functional partners, external consultants and internal teams to lead various NPS programs from survey sample build to insight generation. This role is for team players with a successful track record of leading cross functional, high visibility programs and collaborating with stakeholders from design to implementation. He/she would work well with virtual teams, be comfortable with working with senior leaders, and be driven by a customer-first, win-win philosophy. To be successful, the candidate must demonstrate strong critical thinking, organizational skills and problem solving capabilities. The position will report into the Sr. Manager of Analytics and Strategy within the Chief Customer Office.

Key responsibilities:

  • Process governance

  • Drive stakeholder engagement and liaise between the business and the CCO Analytics and Strategy team

  • Document and manage the Suppression process end to end, ensuring compliance with customer contractual requirements and data privacy regulations (GDPR)

  • Document audience suppression lists, integrating corporate and segment master data

  • Document business rules (fatigue, duplication, respondent profiles, tiers…) for sample build

  • Develop quantitative and process playbooks for seamless in-field execution

  • Liaise with VOC Ops teams, and suppliers 9Walker, Maritz, etc) to deliver sample files in preparation for survey fielding.

  • Establish SVC guidelines and ongoing cadence with business / functional stakeholders

  • Coordinate with MCX, CCO Operations and business stakeholders the details and timelines needed for the timely and successful launch of the various CCO VoX programs

  • Drive consistency across VoC programs

  • Communicate program plans, risks, and delays to pertinent stakeholders and develop risk mitigation plans.

  • Work at a broad and detailed level as needed to drive desired business outcomes and use data/ analysis to make decisions

  • Establish strong relationships with sales, marketing, product groups, service, operations and finance and be a thought leader to take Dell's CCO to the next level

  • Audience strategy guiding principles / analytics

  • Scope – commercial, enterprise, channel, distribution, OEM and product groups

  • Incorporate and validate business and suppression rules across all listening posts

  • Develop and maintain an integrated x-functional VOC calendar

  • Deliver a representative audience dataset for each listening post to the external consultant

  • Deliver optimal audience and sample recommendations incl. MOE sensitivity, R/Rate scenarios

  • VOC program design

  • Support VOC program interlocks with key stakeholders within the business and functional areas. Co-Develop guidelines on Frequency, Audience size, SVC, Weighting Methodology, Fatigue rules, End-user vs Partner IDs and other MVP metrics

  • Enable business rule formation and testing for the individual programs and customer segments

  • Support preparation of executive review content focusing on consistent and actionable insights and messaging.

  • Streamline Contact Suppression process using process design principles and partnering with MDM, PAG and Customer Advocacy teams to minimize manual (spreadsheet) processing and record-keeping of contacts.

  • Understand the relationship between audience methodology and impact on NPS results and make recommendations

  • Understand the relationship between sample file structure, survey execution and NPS output file to drive end-to-end process efficiencies