Dell Consultant, Customer Advocacy in Reston, Virginia
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 team
Develop 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 intelligence
Effectively 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
Strong awareness of industry trends, business conditions and internal processes and practices in customer experience to meet project/program delivery requirement
Voice 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 scorecard
Excellent 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-functionally
In-depth ability to assess, manage and remediate project risks
Execution skills to deliver work according to agreed up on plans and timelines
Ability to influence others to achieve results
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
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
We are 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. We encourage applicants of all ages.
Critical Hiring Criteria:
Engineering - Other
500 - VIRTUSTREAM
VA - Glen Allen, VA - Herndon, VA - McLean, VA - Reston, WI - Madison, WI - Pewaukee