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.

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…