VoC Strategic Listening Lead, VoC Listening and Research Operations

VoC Strategic Listening Lead, VoC Listening and Research Operations Our customers deserve to be championed. After all, everything Dell Technologies does is designed to drive their progress. Customer Advocacy is all about giving the customer a voice — and shaping what the company does in response. We engage with everyone at Dell Technologies who has an impact on customers. Working closely with product and functional departments, we make sure the needs and interests of customers and partners are heard and understood, challenging and changing our processes where necessary. As advocates for the customer experience, we design and deliver customer engagement programs, along with a variety of support tools and channels. Quite simply, we put the customer at the heart of Dell Technologies. Join us to do the best work of your career and make a profound impact as a VoC Strategic Listening Lead on our Voice of Customer Listening and Research Operations team. What You'll Achieve As a VoC Strategic Listening Lead, you will serve as a central strategist and operational architect for how Dell Technologies listens to its customers and partners. You will help lead the end-to-end Voice of Customer listening strategy and governance across all listening programs, ensuring a synchronized, consistent, and holistic feedback system that empowers team members and leaders across Dell to make informed decisions on behalf of our customers. Your work will directly influence strategy, investments, and customer experience at the highest levels of the company. In this role, you will also be at the forefront of leveraging artificial intelligence and emerging technologies to reimagine how Dell captures, processes, and acts on customer feedback — moving beyond traditional solicited listening toward a more predictive, signal-rich understanding of the customer voice. RESPONSIBILITIES You Will: Design and implement innovative listening strategies across both solicited and unsolicited channels — including surveys, interviews, user communities, events, customer support interactions, behavioral data, digital interactions, social sentiment, and operational data — ensuring alignment with broader business goals and customer journey stages to create a unified, signal-rich view of the customer voice Design and maintain a comprehensive measurement and governance framework for Dell's listening ecosystem — defining success metrics, health indicators, ROI measures, survey design standards, cadence management, respondent experience guidelines, data quality requirements, and decision rights — and conduct regular ecosystem reviews to assess effectiveness, identify gaps, and develop recommendations for investment or transformation Explore and champion the use of AI, machine learning, NLP, and emerging technologies to enhance listening capabilities — including automating signal detection, enabling real-time sentiment analysis, and identifying predictive customer experience indicators — while leveraging AI-powered tools to drive personal and team productivity and establishing best practices for responsible AI use within the VoC function Translate listening ecosystem insights and strategic recommendations into compelling narratives for executive audiences, connecting customer signals to business outcomes and investment decisions, while building and maintaining strong relationships with VoC leadership, operational leads, and Customer Advocates to ensure their priorities are reflected in the listening ecosystem Lead listening transformation efforts and continuous improvement initiatives — identifying industry best practices, innovations, and emerging trends in customer feedback collection and evaluating their feasibility — to ensure the ecosystem remains aligned with evolving customer needs and business goals QUALIFICATIONS Take the First Step Towards Your Dream Career Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role: Essential Requirements: Demonstrated experience developing and implementing customer listening or VoC strategies at scale, with proven ability to lead governance processes, establish standards, and drive alignment across complex, matrixed organizations — including defining and operationalizing KPIs and measurement frameworks that connect listening performance to business outcomes Strong analytical skills with experience using both qualitative and quantitative methods to generate insights and craft executive-level recommendations Excellent communication and storytelling skills with the ability to influence senior leaders and cross-functional partners, combined with demonstrated ability to leverage AI tools and technologies to enhance productivity and drive smarter, faster decision-making ~10 years of relevant experience with a bachelor's degree or equivalent combination of education and work experience Desired Requirements: Familiarity with VoC technology platforms and listening ecosystem architecture (e.g., Qualtrics), customer journey mapping, and experience leading transformation or continuous improvement initiatives within a customer experience or research function Experience applying AI, NLP, machine learning, or generative AI techniques to customer feedback analysis — including verbatim analysis, automated theme detection, text/sentiment analytics, predictive modeling, or intelligent survey design — with an understanding of how these technologies can be scaled across VoC use case Compensation Dell is committed to fair and equitable compensation practices. The salary range for this position is $153,000 to $198,000. 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