Customer Experience (CX) Researcher / Journey Mapper for Global Services (Round Rock TX, or Remote-USA)

Posted a month ago
Main Location
Round Rock, TX, United States
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CX Researcher / Journey Mapper for Global Services (Round Rock TX, or Remote-USA)

Join us to do the best work of your career as part of our worldwide Services team, and have a profound social impact as we stand up a new team to understand the full current customer experience journey across all of Services, in depth, and then create a more cohesive and positive CX journey at scale.

Responsibilities

As a Customer Experience (CX) Researcher / Journey Mapper with our Services organization of Dell Technologies, you will be leading and performing research efforts to develop a clear and comprehensive view of the customer experience, at scale, across our entire Services organization globally. Your work will be key to identify opportunities for service journey and process improvement, and present findings and recommendations to stakeholders to ensure that priorities are responsive to customer feedback and research insights. You will collaborate with many stakeholders across the organization to identify and prioritize customer research needs, and to provide actionable insights to help the organization solve problems and drive customer value.

This may include customer journey mapping, persona development, qualitative and quantitative data analysis, development of business cases, and establishing the tracking of results and outcomes. You will work closely with the UX designer to develop data-driven customer stories, examining how our customers are doing and how we can improve the customer experience.

  • Collaborate with stakeholders across the organization to identify and prioritize customer research needs. 
  • Conduct research into the customer experience, leveraging operational and behavioral data to provide actionable insights that support data-driven decision making; Conduct research into the characteristics and behaviors of our customers to support customer segmentation and engagement efforts.
  • Participate in customer journey mapping and other customer experience discovery activities.
  • Perform statistical analysis, including regression modeling, and factor and cluster analysis. 
  • Present findings and recommendations to stakeholders to promote impactful change in the organization.

Required Qualifications 

  • 12+ years of related experience in a professional role with a Bachelor’s degree, or 8+ years with a Master’s, or 5+ years with a PhD, or equivalent experience; Experience to include:
  • Persona & Journey Mapping/User Journey development
  • Customer experience mapping and optimization; Behavioral Design dxperience
  • Services experience, B2C and B2B
  • Successful experience working both independently and across multiple teams and disciplines; Demonstrated adaptability, Self-driven and adaptable to change; Excellent interpersonal skills including active listening, and clear and professional communications with others verbally, in writing and in presentations

Desirable Qualifications 

  • Demonstrated growth mindset and natural curiosity, particularly a habit of staying up to date on the latest analytical techniques and customer experience research methodologies
  • Technical Services experience/knowledge related to a portfolio of hardware, software, platform, cloud, "as a service" etc. offerings is a plus

Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap here.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here.

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Customer Experience (CX) Researcher / Journey Mapper for Global Services (Round Rock TX, or Remote-USA)
Dell Technologies