Consultant, Project and Program Management

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 an...