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Reports to Customer Experience leader, aligning with product management and functional business units representing the voice of customer/partner. Responsible for advocating for customer experience within the company or line of business. Challenges existing processes based on industry best practices; enhances these for the benefit of all. Aligns the business to form an outside perspective, where the customer plays the central role. Engage with all people who either directly or indirectly impact customers. Acts as a subject matter expert around latest trends as well as proven practices related to customer experience and facilitates change in the hearts and minds of leaders and employees to implement related initiatives. Designs and implements customer engagement programs and a variety of support tools and channels�������� Responsible for providing strategic direction for and managing certain customer experience programs.������� Oversee multiple products, programs, and complex business processes representing the voice of customer, business or third party partners, operations analysts and data scientists Develop and manage customer experience programs in collaborative manner with Customer Experience leader and Product Management teamDevelop and manage beta program in collaboration with Product Managers, Business Unit Managers, and other cross organizational stakeholders to capture of beta program goals and plan. � Provides program review and preparation support as needed. Develop customer experience surveys and administer them, working with functional business unites to develop the necessary customer intelligenceEffectively coordinate with other departments to plan and educate all internal stakeholders������� Provides work direction, training for team members; may oversee efforts of multiple teams ������� Influences business unit leaders across the enterprise to take action by building and sustaining alliances and mechanisms to identify and drive solutions to improve our customer experience ������� Analyze business processes and developing improvement opportunities through structured problem solving techniques�Skills������� Strong awareness of industry trends, business conditions and internal processes and practices in customer experience to meet project/program delivery requirementVoice of Customer / Customer Experience industry background; direct experience with running survey programs preferred ������� Knowledge of customer experience survey techniques and software, beta program management, creation of scorecardExcellent written and spoken communication skills to communicate clearly across diverse and challenging user groups. Skilled at tailoring communications to audience������� Ability to work effectively with senior management Strong and proven experience in working cross-functionallyIn-depth ability to assess, manage and remediate project risksExecution skills to deliver work according to agreed up on plans and timelines������� Ability to influence others to achieve results ������� Consultative skills ������� Vendor management skills�Typically requires 12+ years of related experience with a Bachelor?s degree; or 8+ years with a Master?s degree; or 5+ years with a PhD; or equivalent experience Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.
Job Family: Corporate Development & Strategy
Job ID: R09436
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