Quality Engineer

  • Company: EMC is now part of Dell Technologies
  • Posted: December 17, 2016
  • Reference ID: 16000Z1C
Specific responsibilities include : * Supports long term roadmap for Product VOC team * Participates in the adoption of CEM strategies and tactics across the organization. * Evaluates CEM practices used in B2B versus B2C scenarios. * Creates a brand identity that differentiates products and aligns with customer preferences. * Leads in establishing CEM standards, policies, strategy and best practices. * Refines and optimizes customer interactions within all channels to produce desired outcomes. * Gathers intelligence related to the wants and needs of current and targeted customers; helps to design and integrate systems and processes to support that objective. * Educates internal staff on customer experience concepts, value proposition, and processes. * Serves as customer advocate with senior management; ensures that customer research findings are understood, tracked and acted upon. * Capture and communicate learnings to enable best practice replication * Identify and overcome threats/dangers/barriers to successful implementations. Requirements Include : * Bachelor’s degree essential. * Entry-level experience in Strategic Customer Experience management within a Product or service environment. * Participant in customer experience initiatives including surveys, VOC, customer counsels, digital CX initiatives and analytics. * Experience of Net Promoter, Secure Customer Index and other key CX metrics * Knowledge of key customer experience partners and systems * Ability to provide business and financial analysis and reporting to the leadership teams * Identify and support Customer Champions in the multiple lines of business and across the value chain. * B2B marketing experience achieved within a high technology (software and hardware) environment. * Experience working in a global environment and International markets (including emerging markets). * Experience working as a customer advocate or customer experience team. * Strong communication and leadership skills * Strong project & change management skills * Influencing/coaching people at all levels * < 10% travel required Desired Qualifications/Experience Include : * A strong passion for delighting customers. * The ability to communicate and present customer experience initiatives to senior leadership. * History of leading, planning and implementing successful customer improvement programs. * Expertise in customer satisfaction methodologies and tools. * Proven analytical, commercial and financial skills. * A flexible and open mindset with evidence of strategic thinking, creativity and vision in driving growth. * Self-motivated, results-oriented, and possessing a strong sense of urgency. * Strong leadership, interpersonal, presentation, time management and organization skills.Ability to both lead and work collaboratively in teams and support all levels of a large and complex enterprise **Job:** **Engineering - Quality Engineer* **Organization:** **Commercial Sales and Enterprise Solutions* **Title:** *Quality Engineer* **Location:** *TX-Austin* **Requisition ID:** *16000Z1C*

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