Consultant, Project and Program Management

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

Job summary

Dell is seeking a senior role within the Quality Management team to independently evaluate end-to-end customer journeys and drive improvements across the digital support ecosystem. The role focuses on customer-first reviews, journey health metrics, and cross-functional collaboration to meet customer expectations and quality standards.

Responsibilities include leading mystery shopper programs, documenting findings with quantified impact, and guiding stakeholders through remediation.

Qualifications

• 10+ years of experience in customer experience, digital transformation, quality management, or related disciplines.
• Experience evaluating customer journeys and driving improvements across digital products.
• Strong understanding of user experience principles and customer effort reduction.

Responsibilities

• Conduct end-to-end reviews of customer journeys across digital support channels and portals.
• Act as independent customer advocate, evaluating ease of use and usability.
• Perform mystery shopper assessments to validate experiences and identify improvements.
• Document findings, quantify impact, and communicate recommendations to stakeholders.
• Partner with Product, Engineering, UX, Support Operations, and Digital Channels to drive remediation.
• Track issues through Quality Management and ensure implementation and validation.
• Collaborate with VOC, Analytics, and Sentiment teams to tie experiences to data.

Skills

Customer journey analysis

Cross-functional collaboration

UX evaluation

Quality management

Data-driven decision making

Executive communication

Education

Bachelor's degree

Tools

QMS

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

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