Dell Voice of Customer Commercial & Channel Consultant in Round Rock, Texas

Voice of Customer Commercial & Channel Consultant

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 Voice of Customer Commercial & Channel Consultant to join our CCO- Voice of Customer team . In this role you’ll gain visibility and collaborate with key leaders within the CCO Commercial Advocacy team, delivering valued customer insights and driving adoption and use of our Voice of Customer portfolio. Through collaboration with VOC-Program Managers, analysts, and CCO leadership you will be the single face of Voice of Customer-Commercial/Channel; delivering insights that impart decision making to create Commercial and Channel improvement programs.

Coordination & Alignment | Key Responsibilities:

  • Lead the relationship between Voice of Customer and Commercial/Channel CCO Advocacy

  • Advocate for Commercial and Channel business needs as it relates to customer and partner listening

  • Be the thought leader on how our voice of customer architecture aligns to Commercial go-to-market strategy; pulling data points together into a cohesive insightful and actionable story

  • Help create and implement strategic roadmaps for customer and partner listening

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

  • Have the ability to create a reusable, actionable customer/partner insights deliverable to cascade through organization

  • Establish strong relationships with Advocacy, sales, VOC, and Customer Analytics to be a thought leader and change maker 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

  • Deep knowledge of Commercial and Channel routes to market as it relates to Dell’s corporate strategy

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

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

  • Polished written and oral communication skills

  • Creative, innovative, analytical and collaborative

  • Highly organized, design-minded and detail-oriented

  • Ability to travel overnight 25%

Management Level:

Individual Contributor I9