Dell

Consultant, Project and Program Management

Dell • $146K — $189K *
Business Services
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years in customer experience, digital transformation, or related fields.
  • Proven track record in evaluating customer journeys and driving digital improvements.
  • Strong grasp of customer-centric design and usability principles.
  • Experience with journey mapping and mystery shopper assessments.
  • Ability to influence stakeholders in complex environments without direct authority.
  • Exceptional analytical skills to turn insights into actionable recommendations.
  • Strong communication and presentation skills for executive-level engagement.

Responsibilities

  • Conduct end-to-end reviews of customer journeys across digital support channels.
  • Evaluate experiences as an independent customer advocate focusing on usability.
  • Perform mystery shopper assessments to identify improvement opportunities.
  • Document findings and communicate actionable recommendations to stakeholders.
  • Collaborate with cross-functional teams to drive experience improvements.
  • Track issues through the Quality Management process to ensure implementation.
  • Develop dashboards and reports to highlight customer experience risks and opportunities.

Benefits

  • Comprehensive health and wellness support.
  • Access to a variety of employee development programs.
  • Flexible work arrangements to support work-life balance.
  • Opportunities for career advancement within a global company.
  • Engagement in a culture that values diversity and inclusion.
Full Job Description
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

About Dell

EMC2 provides critical engineering services for municipal and commercial setors. They delivers geotechnical engineering related to soil behavior and soil properties, as well as recommendations of design parameters and design of structures considering soil-structure interaction. Their services include geotechnical analysis and design, field exploration, testing and construction observation services.

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Learn more about Dell
Size
133,000 employees
Market Cap
$28.2 billion
Industry
Net Income
$3.2 billion
Founded
2012
5 Year Trend
+10.2%
Revenue
$94.2 billion
NASDAQ

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