Dell Work from Home | Customer Experience Senior Analyst

Job Responsibilities : Customer Experience Senior Analyst (USA Remote)

Salary : $48000 per year

Company : Dell Technologies

Location : Remote US

What you’ll achieve
In this role, you will be working with many Services teams measuring our customer’s satisfaction with their Services experiences. You will serve as a collaboration and connection point between Services business owners, IT and our survey partners to ensure we are accurately measuring our customers’ satisfaction and identifying ways to improve the measurement process. Analyzing survey results and identifying areas for improvement will be another key component of your contributions, in addition to the opportunity to participate in special projects.

You will

  • Review customer surveys, identify improvements and share recommendations
  • Monitor the survey process for issues and drive delivery of fixes
  • Analyze survey results and identify corrective actions
  • Prepare executive readouts of survey results
  • Lead workstreams within a project as required (May be responsible for a large part of a project), and assist with larger projects assigned to team

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

  • 2+ years of related experience in a professional role with a Bachelor’s degree (OR equivalent combination of experience and education)
  • Knowledge of Customer Satisfaction measurement
  • Experience collaborating and developing strong working relationships based on trust with stakeholders and colleagues while working remotely, including good ability to influence without authority
  • Facilitation skills within medium-sized groups
  • Experience in basic Project Management, including strong organizational skills, and managing multiple deliverables and deadlines, and strong skills in Excel & PowerPoint

Desirable Requirements

  • 2+ years’ experience in Customer Satisfaction Survey processes, applications, tools, and guidelines
  • 2+ years’ experience in project management
  • Understanding of general technical support and/or field support services business processes

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