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Dell CX Mystery Shopping Program Manager for Services (USA Remote) in Round Rock, Texas

CX Mystery Shopping Program Manager for Services (USA Remote)

Ever gone through a Services experience with a company and thought of all the ways you think it could be better? Would you like the ability to influence and shape how that experience should be, at scale, by creating executive level presentations based on a customer experience test that you own end to end? If so the Services Customer Experience Mystery Shopping Program Manager role within Dell Technologies Services Operations is the right fit for you. This opportunity is for a high level, individual contributor (not people management).

Join us to do the best work of your career and make a profound impact, as a Customer Experience ( CX) Mystery Shopping Program Manager in the global Services organization of Dell Technologies based in Round Rock, TX or Remote within the USA .

What You Will Love About This Job

You will play a key role on our team by objectively researching, designing, and executing tests for experiences across a range of customer journey platforms to highlight actionable findings to help drive strategic improvements for customer experiences. Not defined to a single area, your work and skills will stay fresh as you continually progress onto new projects and work with different teams and business functions.

In this role, your work will be key driver of customer insights and customer journey redesign, internal process design, and product improvement. You will serve as a trusted advisor and partner to our Business and Customer Experience teams by communicating the true customer experience to our Executive Leadership team, acting as an advocate for the customer while maintaining our internal lens to influence actions plans.

You Will

  • Work with business teams and machine learning algorithms that utilize voice of customer data to identify low scoring customer journeys and paths for testing

  • Research, design, plan, coordinate testers & execute customer experience focused tests to ensure Dell Technologies Services is fulfilling the capability/offer promise to the customer

  • Storytelling and Influencing for outcomes: Create storyboards of test findings through various media (PowerPoint, Word, etc.) for delivery to a wide executive audience; Tell the story of progress/findings to executive leaders and stakeholder teams, influencing audiences and gaining stakeholder and executive buy in for customer journey redesign, internal process design, and product improvements to align with true customer experience North Star goals

  • Act as trusted advisor and partner to business POC’s and broader customer experience teams to create both tactical and strategic action plans to address relevant findings

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • 12+ years of related experience in a professional role with a Bachelor’s degree (or equivalent combination of education and work experience); Experience to include:

  • Customer Research experience across both Qualitative and Quantitative practices, including up to date knowledge of latest analytical techniques and Customer Experience Research methodologies, trends and best practices

  • Experience in successful cross-functional collaboration, organizational agility, influencing and persuasion without authority; Excellent and collaborative communication skills verbally, in writing, and in storytelling including crafting and delivering persuasive and influential presentations

  • Excellent presentation experience, including summarizing large amounts of content into a concise and persuasive story that is actionable for executives, and also having preparation and backup ready to deep dive into details/process on the spot, as needed

  • Proficiency with program management methodologies and tools (PowerPoint, Visio, Excel, Smartsheet’s, Planview)

  • Track record of innovation, and service design-led and customer experience-led approach of thinking both strategically and tactically about customer experience improvements while maintaining an internal lens

Desired Requirements

  • Persona & Journey Mapping/User Journey development; Customer Experience mapping

  • Technical experience delivering support to customers in a Services organization or engineering experience in product/services management

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress. 

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more. 

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today. 

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 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) .

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