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