Dell Customer Experience Consultant in Round Rock, Texas

The Chief Customer Office (CCO) organization is a global team focused solely on advocating for our customers . Our team is the catalyst for creating a consistent and positive customer experience across our family of businesses that will differentiate Dell and add value to the customer relationship through greater trust, loyalty and engagement .

Within the CCO at Dell, we are looking for a Customer Experience Consultant to join our Commercial CCO team. In this role you’ll gain visibility and collaborate with a number of key leaders delivering valued customer experience programs. You’ll partner with functional areas of the business to address the key engagement and operational needs required to support transformational opportunities in the channel route to market options.

This opportunity is for a team member to surface and prioritize Dell’s Commercial segment customer experience needs and advocate for sales as they relate to the route to market choices and needs our customer have and channel partner types drive.

Coordination & Alignment | Key Responsibilities

  • Conduct Partner Journey Mapping with our Channel partner teams, end customers, and supporting sales/functional areas to confirm existing improvement initiatives and inform additional opportunities and priorities

  • Play a leading role in the development of the CX Route to Market (e.g. Channel/Partners) strategy and CX operations priorities to effectively balance short to medium term execution and long term sustainability

  • Support the full project lifecycle from ideation through launch. Work cross-functionally to gain buy-in, support and assistance

  • Identify and document key pain points of customers and partners. Drive a summary of these points and convert them into actions and agenda for Commercial

  • Have the ability to create a reusable, actionable customer/partner journey map

  • Use customer journey mapping, experience design, design thinking and customer value management as part of your daily work and thought process

  • Write detailed implementation plans including stakeholder engagement and management

  • Manage the process for development of executive updates, customer/partner meetings and other related presentations

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

  • Participate in and/or lead CCO Program workstream as needed

Essential Requirements

  • 8-10 years of experience in program/project management, Customer Experience, solution selling motions and needs analysis

  • Superior interpersonal skills to drive cross-functional collaboration and lead change initiatives

  • Polished written and oral communication skills

  • Creative, innovative, analytical and collaborative

  • Ability to translate multiple inputs/information requirements and synthesize complex data into direct insights and recommendations

  • Highly organized, design-minded and detail-oriented

  • Ability to travel overnight 25%

Essential Requirements

  • 8-10 years of experience in program/project management, Customer Experience, solution selling motions and needs analysis

  • Superior interpersonal skills to drive cross-functional collaboration and lead change initiatives

  • Polished written and oral communication skills

  • Creative, innovative, analytical and collaborative

  • Ability to translate multiple inputs/information requirements and synthesize complex data into direct insights and recommendations

  • Highly organized, design-minded and detail-oriented

  • Ability to travel overnight 25%