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Dell ​Customer Experience (CX) Senior Manager for Services (Round Rock TX or Remote, USA) in Round Rock, Texas

Customer Experience (CX) Senior Manager for Services (Round Rock TX or Remote, USA)

To achieve our vision of every Dell customer, whether personally assisted or helped by well-designed self-service, becoming a cheering fan achieving their goals through fast, effective expertise, we are creating inspiring and innovative services interactions that empower our customers.

As our Customer Experience (CX) Senior Manager for Services you will help us set visionary, strategic design direction and craft customer services experiences that go beyond meeting basic expectations to create unique, pure and emotional experiences.

You will play a key role on our Services CX team through concepting, design strategy development, design leadership and inspirational people leadership to drive individual team member tactical deliverables for branded services experiences across a range of customer journey platforms, at scale.

Your focus will be on transforming Dell Technologies customer services experiences, leading design teams that meet both user and business objectives and timelines, while creating, maintaining, and evangelizing design standards.

You will articulate and embody craftsmanship, while setting the bar for quality throughout the organization. You will serve as a trusted guide and mentor to your team and business partners alike to help create interactive customer interactions for Services that inspire and delight. As a Senior Manager, you will discover, understand, and communicate the front-end engineering and design context to business stakeholders and other engineering teams. You will also be an advocate for design culture - leading teams, and building relationships across the enterprise.

If you are someone who thrives on managing accountability and the creative process, problem solving including overcoming challenges to keep progress moving to meet deadlines and build innovative solutions, then our Dell Technologies Services experience-led environment is for you. Join us as a Senior Manager on our Dell Technologies Services CX team to do the best work of your career and make a profound social impact.

Key Responsibilities

  • Inspiring, mentoring and leading a senior level creative team of experience designers to work collaboratively and accountably on balanced teams; driving outcomes (vs output), and ensuring deadlines are met

  • Providing design thought leadership, through internal/external presentations & asynchronous communications at an executive level, and research (both qualitative and quantitative)

  • Leading and achieving an evolving strategy, and time-bound execution, against a larger enterprise roadmap

  • Collaborating and building relationships across Services to hear, understand and integrate needs across many business functions

Essential Requirements

  • 12 years of relevant experience (plus a Bachelor’s preferred), including 4+ years diversified leadership, planning, communication, organization and people motivation to achieve goals within deadlines

  • Clear understanding of the principles of Customer Journeys, Design, Design Measures, and User-Centered design (UCD)

  • Figma, Adobe CSuite, Sketch, Premier, etc - Proficiency with standard tools of the trade, including thorough understanding of typography, grids, visual layout, customer sentiment measures and methodologies including MVT, and design systems; and experience with and understanding of HTML/CSS code, methodologies, and the technology and platforms that support UX design

  • Experience working in Agile and Lean UX or Pivotal methodologies and highly collaborative environments

  • Demonstrated Inspirational Team Leadership through relationships built on trust, resourcefulness, dependability, and self-motivated proactive work to set, communicate, report on and achieve outcomes and meet deadlines personally, and by enabling creative teams to achieve the same; balancing each individual’s tactical achievement with strategic goals, team collaboration and career development

  • A user friendly online portfolio demonstrating a strong design foundation with relevant examples of design concepts, deliverables, and process

Desirable Requirements

  • BA and/or MA in a related field (for example, industrial design, cognitive psychology, graphic design, etc)

  • Experience building innovative design solutions in either start-up or corporate environments, ideally in enterprise design, inclusive design, and accessibility

  • Very large enterprise, high tech Services customer touchpoint experience

Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap here. (https://jobs.dell.com/diversity-and-inclusion)

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. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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