VoC Strategic Listening Lead, VoC Listening and Research Operations

Dell
United States
Workplace: OnsiteFull timeUSD 153,000 - 198,000Function: Research & Scientific (R&D)Experience: 10+ yearsEducation: bachelorsSkills: ["Communication","Storytelling","Influencing senior leaders","Cross-functional collaboration","Analytical thinking"]

Lead voice-of-customer (VoC) listening strategy and governance across solicited and unsolicited channels, creating a unified, signal-rich view of customer feedback. Build measurement and health frameworks that connect listening performance to business outcomes, conduct ecosystem reviews, and champion continuous improvement. Use AI, NLP, machine learning, and emerging technologies to enhance insight generation and productivity, then translate findings into executive-ready narratives that drive investment and customer experience decisions.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Dell
Dell
2 days ago

VoC Strategic Listening Lead, VoC Listening and Research Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead voice-of-customer (VoC) listening strategy and governance across solicited and unsolicited channels, creating a unified, signal-rich view of customer feedback. Build measurement and health frameworks that connect listening performance to business outcomes, conduct ecosystem reviews, and champion continuous improvement. Use AI, NLP, machine learning, and emerging technologies to enhance insight generation and productivity, then translate findings into executive-ready narratives that drive investment and customer experience decisions.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Research & Scientific (R&D)

Key Responsibilities

  • •Design and implement listening strategies across solicited and unsolicited channels (surveys, interviews, communities, events, support interactions, and operational/digital data) to align with business goals and journey stages.
  • •Create and maintain a measurement and governance framework for the listening ecosystem, including KPIs, health indicators, ROI measures, survey standards, data quality requirements, and decision rights.
  • •Champion AI and ML capabilities for listening, including automating signal detection, enabling real-time sentiment analysis, and identifying predictive customer experience indicators.
  • •Translate insights into compelling narratives for executive audiences, connecting customer signals to business outcomes and building relationships with VoC leadership and operational partners.
  • •Lead listening transformation and continuous improvement initiatives by identifying best practices, innovations, and emerging trends in customer feedback collection.

Pay and Benefits

Salary: USD 153,000 - 198,000

Key Requirements

  • •10+ years of relevant experience and a bachelor’s degree or equivalent combination of education and work experience.
  • •Proven experience developing and implementing customer listening/VoC strategies at scale, including leading governance processes, setting standards, and aligning matrixed organizations.
  • •Strong qualitative and quantitative analytical skills to generate insights and craft executive-level recommendations.
  • •Excellent communication and storytelling skills to influence senior leaders and cross-functional partners, leveraging AI tools to drive productivity and faster decision-making.
  • •Experience with VoC technology platforms (e.g., Qualtrics), customer journey mapping, and applying AI/NLP/ML/generative AI to feedback analysis and scaling listening use cases.
Experience:10+ yearsVoCCustomer experienceCustomer researchCustomer listeningAI analytics
Education:Bachelor's
Skills:CommunicationStorytellingInfluencing senior leadersCross-functional collaborationAnalytical thinking
Languages:US
Tech Stack:QualtricsAINLPMachine learningGenerative AI

Company Brief

Dell
Designs, manufactures and sells computers, servers, storage, networking equipment, and related IT solutions and services for consumers, small businesses, and enterprises worldwide.
Industry: Electronics Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Round Rock, United States
Founded: 1984
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor