Customer Experience & Journey Optimization Lead

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

Job summary

Dell Inc. in Round Rock, Texas, seeks a seasoned Customer Experience Specialist within the Quality Management team to evaluate end-to-end journeys and drive improvements across digital support.

You will act as a customer advocate, perform mystery shopper reviews, and partner with product, engineering, UX, and analytics to prioritize changes. Responsibilities include documenting findings, building health scorecards, validating releases, and ensuring customer-centric outcomes through

Qualifications

• 10+ years of experience in customer experience or related fields.
• Experience evaluating journeys and driving improvements across digital channels.
• Strong customer-centric design and usability evaluation skills.
• Ability to influence stakeholders in a matrixed environment.

Responsibilities

• Conduct end-to-end reviews of customer journeys across digital support channels.
• Act as a customer advocate evaluating effort, ease of use, and usability.
• Perform mystery shopper assessments to validate experiences.
• Document findings and communicate actionable recommendations.
• Collaborate with Product, Engineering, UX, and Analytics teams to drive improvements.
• Develop journey health scorecards and executive reports.
• Validate new releases from a customer perspective before deployment.
• Measure impact and monitor journey health across critical experiences.

Skills

Customer experience

Journey analysis

UX evaluation

Cross-functional influence

Data-driven decisions

Executive communication

Education

Bachelor's degree

Tools

QMS

VOC tools

Analytics dashboards

Job description

Dell Inc. in Round Rock, Texas, seeks a seasoned Customer Experience Specialist within the Quality Management team to evaluate end-to-end journeys and drive improvements across digital support.

You will act as a customer advocate, perform mystery shopper reviews, and partner with product, engineering, UX, and analytics to prioritize changes. Responsibilities include documenting findings, building health scorecards, validating releases, and ensuring customer-centric outcomes through