Consultant, Project and Program Management

Dell Technologies Inc.; Round Rock (TX); On-site; USD 146,000 - 189,000; Full time

Job summary

Dell Technologies Inc. is seeking a seasoned customer experience leader to independently evaluate end-to-end customer journeys and drive improvements across the digital support ecosystem.

You will partner with Product, Engineering, UX, and Ops teams to reduce customer effort, improve usability, and deliver actionable recommendations backed by data and journey health metrics.

Qualifications

• 10+ years of experience in customer experience, digital transformation, quality management, program management, UX evaluation, customer journey analysis, or related disciplines.
• Demonstrated experience evaluating customer journeys, identifying experience gaps, and driving improvements across digital products or customer-facing platforms.
• Strong understanding of customer-centric design principles, usability evaluation, and customer effort reduction.
• Experience conducting customer journey mapping, journey assessments, usability reviews, or mystery shopper programs.
• Proven ability to influence cross-functional stakeholders and drive change in complex matrixed environments without direct authority.
• Exceptional analytical and problem-solving skills with the ability to transform observations into actionable business recommendations.
• Experience leading improvement initiatives from identification through implementation and validation.
• Strong executive communication, presentation, and stakeholder management skills.
• Experience using customer experience, operational, and behavioural data to support recommendations and prioritization decisions.

Responsibilities

• Conduct recurring end-to-end reviews of customer journeys across digital support channels, self-service experiences, and customer-facing portals.
• Act as an independent customer advocate by evaluating experiences through the lens of customer effort, ease of use, and usability.
• Perform structured mystery shopper assessments to validate customer experiences and identify opportunities for improvement.
• Identify customer friction points, process breakdowns, usability issues, and gaps impacting customer success.
• Document findings, quantify customer impact, and communicate actionable recommendations to business stakeholders.
• Partner with Product Management, Engineering, UX, Support Operations, and Digital Channel teams to drive remediation and experience improvements.

Skills

Customer journey analysis

Cross-functional collaboration

Stakeholder influence

Analytical problem-solving

Executive communication

Education

Bachelor's degree

Job description

SUMMARY

This role serves as the voice of the customer within the Quality Management team, independently evaluating end-to-end customer journeys, identifying experience gaps and usability issues, and driving improvements across the digital support ecosystem. Through structured journey assessments, customer-first reviews, and cross-functional engagement, this role ensures Dell's digital experiences consistently meet customer expectations and quality standards.

ACCOUNTABILITIES

• Conduct recurring end-to-end reviews of customer journeys across digital support channels, self-service experiences, and customer-facing portals.
• Act as an independent customer advocate by evaluating experiences through the lens of customer effort, ease of use, and usability.
• Perform structured mystery shopper assessments to validate customer experiences and identify opportunities for improvement.
• Identify customer friction points, process breakdowns, usability issues, and gaps impacting customer success.
• Document findings, quantify customer impact, and communicate actionable recommendations to business stakeholders.
• Partner with Product Management, Engineering, UX, Support Operations, and Digital Channel teams to drive remediation and experience improvements.
• Track identified issues through the Quality Management process and ensure actions are progressed through to implementation and validation.
• Collaborate with Quality, Sentiment, VOC, and Analytics teams to correlate experience issues with customer feedback, adoption metrics, operational performance, and business outcomes.
• Develop journey health scorecards, dashboards, and executive-ready reporting highlighting customer experience risks and opportunities.
• Validate new releases, enhancements, and strategic initiatives from a customer perspective before and after deployment.
• Facilitate stakeholder reviews to build alignment on experience improvements and drive accountability for execution.
• Measure the effectiveness of implemented changes and continuously monitor customer journey health across critical experiences.
• Recommend opportunities to simplify customer interactions, reduce effort, improve satisfaction, and increase digital channel adoption.

ESSENTIAL REQUIREMENTS

• 10+ years of experience in customer experience, digital transformation, quality management, program management, UX evaluation, customer journey analysis, or related disciplines.
• Demonstrated experience evaluating customer journeys, identifying experience gaps, and driving improvements across digital products or customer-facing platforms.
• Strong understanding of customer-centric design principles, usability evaluation, and customer effort reduction.
• Experience conducting customer journey mapping, journey assessments, usability reviews, or mystery shopper programs.
• Proven ability to influence cross-functional stakeholders and drive change in complex matrixed environments without direct authority.
• Exceptional analytical and problem-solving skills with the ability to transform observations into actionable business recommendations.
• Experience leading improvement initiatives from identification through implementation and validation.
• Strong executive communication, presentation, and stakeholder management skills.
• Experience using customer experience, operational, and behavioural data to support recommendations and prioritization decisions.

DESIRABLE REQUIREMENTS

• Bachelor’s degree.
• Experience supporting digital support, self-service, eCommerce, customer service, or customer success environments.
• Familiarity with Voice of Customer (VOC), CSAT, NPS, sentiment analysis, and customer feedback programs.
• Experience working alongside UX, Product Management, Engineering, or Digital Transformation teams.
• Knowledge of Quality Management Systems (QMS), continuous improvement methodologies, Lean, Six Sigma, or root cause analysis techniques.
• Experience supporting AI-powered, omnichannel, or digital-first customer experiences.

COMPENSATION

Dell is committed to fair and equitable compensation practices. The salary range for this position is USD $146,200 - USD $189,200

BENEFITS AND PERKS OF WORKING AT DELL TECHNOLOGIES

Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member - right now at MyWellatDell.com