Dell Quality Principal Engineer in Austin, Texas

Specific responsibilities include :

  • Develops long term roadmap for Product VOC team
  • Champions the adoption of CEM strategies and tactics across the organization.
  • Evaluates CEM practices used in B2B versus B2C scenarios.
  • Creates a brand identity that differentiates products and aligns with customer preferences.
  • Leads in establishing CEM standards, policies, strategy and best practices.
  • Designs CEM maintenance and improvement programs and presents to executive management.
  • Refines and optimizes customer interactions within all channels to produce desired outcomes.
  • Gathers intelligence related to the wants and needs of current and targeted customers; helps to design and integrate systems and processes to support that objective.
  • Educates internal staff on customer experience concepts, value proposition, and processes.
  • Serves as customer advocate with senior management; ensures that customer research findings are understood, tracked and acted upon.
  • Capture and communicate learnings to enable best practice replication
  • Identify and overcome threats/dangers/barriers to successful implementations.

Requirements Include :

  • Bachelor’s degree essential. MBA strongly preferred.

  • 5 years’ experience in Strategic Customer Experience management within a Product or service environment.

  • Management and development of customer experience initiatives including surveys, VOC, customer counsels, digital CX initiatives and analytics.

  • Experience of Net Promoter, Secure Customer Index and other key CX metrics

  • Experience with key customer experience partners and systems

  • Ability to provide business and financial analysis and reporting to the leadership teams

  • Identify and support Customer Champions in the multiple lines of business and across the value chain.

  • B2B marketing experience achieved within a high technology (software and hardware) environment.

  • Experience working in a global environment and International markets (including emerging markets).

  • Experience working as a customer advocate or customer experience team.

  • Strong communication and leadership skills

  • Strong project & change management skills

  • Influencing/coaching people at all levels

  • < 10% travel required

Desired Qualifications/Experience Include :

  • A strong passion for delighting customers.

  • The ability to communicate and present customer experience initiatives to senior leadership.

  • History of leading, planning and implementing successful customer improvement programs.

  • Expertise in customer satisfaction methodologies and tools.

  • Proven analytical, commercial and financial skills.

  • A flexible and open mindset with evidence of strategic thinking, creativity and vision in driving growth.

  • Self-motivated, results-oriented, and possessing a strong sense of urgency.

  • Strong leadership, interpersonal, presentation, time management and organization skills.Ability to both lead and work collaboratively in teams and support all levels of a large and complex enterprise

Job: *Engineering - Quality Engineer

Organization: *Commercial Sales and Enterprise Solutions

Title: Quality Principal Engineer

Location: TX-Austin

Requisition ID: 16000S05