VoC Strategic Listening Lead, VoC Listening and Research Operations
About The Position
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 impact as a VoC Strategic Listening Lead on our Voice of Customer Listening and Research Operations team.
Requirements
- Strategic thinking and operational planning for customer listening programs.
- Experience with governance across multiple listening programs.
- Ability to ensure a synchronized, consistent, and holistic feedback system.
- Empowerment of team members and leaders through data-driven insights.
- Familiarity with leveraging artificial intelligence and emerging technologies for customer feedback analysis.
- Understanding of traditional solicited listening methods and moving towards predictive analysis.
Responsibilities
- Serve as a central strategist and operational architect for how Dell Technologies listens to its customers and partners.
- Lead the end-to-end Voice of Customer listening strategy and governance across all listening programs.
- Ensure a synchronized, consistent, and holistic feedback system that empowers team members and leaders across Dell to make informed decisions on behalf of our customers.
- Leverage artificial intelligence and emerging technologies to reimagine how Dell captures, processes, and acts on customer feedback.
- Move beyond traditional solicited listening toward a more predictive, signal-rich understanding of the customer voice.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
