Director, Customer Advocacy

Dell • Hopkinton, MA

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About The Position

Director, Customer Advocacy Our customers deserve to be championed. After all, everything Dell Technologies does is designed to drive their progress. Customer Advocacy is all about giving the customer a voice – and shaping what the company does in response. We engage with everyone at Dell Technologies who has an impact on customers. Working closely with product and functional departments, we make sure the needs and interests of customers and partners are heard and understood, challenging and changing our processes where necessary. As advocates for the customer experience, we design and deliver customer engagement programs, along with a variety of support tools and channels. Quite simply, we put the customer at the heart of Dell Technologies. Join us to do the best work of your career and make a profound social impact as a Director on our Customer Advocacy Team in Hopkinton, MA . What you’ll achieve In this role, you will continue to advance our companywide Net Promoter Score (NPS) programs and customer first culture as a competitive differentiator for Dell Technologies. The Customer Advocacy Director will lead a team of CX advocates that serves as the central insights engine that enables team members from across the enterprise to make informed decisions on behalf of our customers. This leadership role is an excellent opportunity to influence strategy and investment, and to see insights put into action with visibility and influence up to the highest levels of the company. We are seeking a strategic people leader who shapes business direction by influencing senior executives through compelling, data-driven narratives. This role partners at the highest levels across the organization to frame ambiguous problems, set insight-driven priorities, and translate complex qualitative and quantitative analysis into clear, actionable recommendations. The ideal candidate brings strong business acumen and executive presence, leads and develops a high-performing team of program management and insights professionals, and ensures the organization consistently leverages research and analytics to drive informed decision-making and measurable impact.

Requirements

• Experience transforming teams
• Experience in complex problem solving, dealing with ambiguity, clearly setting priorities, making sound strategic judgements with financial acumen
• Demonstrated VoC and NPS knowledge and understanding, and experience and knowledge influencing across large complex enterprise companies
• Ability to work successfully in a matrixed organization with competing priorities
• Successful experience and comfort in presenting to and building relationships at Senior Executive levels, and excellent interpersonal skills at all levels of the organization

Nice To Haves

• 19+ years of related experience OR 15 years with a Bachelor’s degree or 12 years with a Master’s degree or 8 years with a PhD), ideally including 7 years diversified responsibilities, planning, communication, organization and people motivation
• CCXP Certification

Responsibilities

• Identify, prioritize, and frame customer experience opportunities that drive meaningful improvement and measurable impact.
• Serve as the central insights engine for the VoC, enabling teams to make informed, customer-centric decisions grounded in data and evidence
• Collaborate with leaders across product, sales, services, support, marketing, and operations to embed customer advocacy into everyday decision-making.
• Act as a trusted advisor to business leaders on customer experience strategy, trade-offs, and improvement opportunities
• Present customer insights and CX performance updates with executive presence, clarity, and credibility to the highest levels of the organization

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director