Job Description

Round Rock, Texas

**Senior Researcher (Services Customer Experience) USA Remote**

Remote - Texas, United States

**Senior Researcher (Services Customer Experience) USA Remote**

Join us as **Senior Researcher (Services Customer Experience)** based **Remote-USA or in Round Rock, Texas** on our dynamic new team Services Customer Experience (CX) to help lead external, end-customer journey transformation across the Services organization within Dell Technologies and make a profound impact.

You believe that the best experiences are created in collaboration to deliver world-class experience design solutions. You can look at a problem, deconstruct it, and devise a way to make it better. Youre a restless futurist and innovator, inspired by leading brands and emerging technologies while remaining keenly focused on the practical needs of todays brands.

Operating at the furthest reaches of the leading edge, our Research Scientists discover and create ground-breaking new technologies, materials, phenomena and services. Our goal is to illuminate and inspire through investigation, experimentation, examination, evaluation and testing but, crucially, our role is also about thought leadership. In presentation, we expand the understanding of both scientific and business audiences. In collaboration, we help to translate the results of our research programs into irresistible commercial propositions and services.

**What youll achieve**

As Senior Services CX Researcher you will play a key role in a service research and design team, leveraging a solid background in research methods such as usability studies, contextual inquiry, ethnography, and surveys. You will collaborate with a diverse set of stakeholders and develop strong and collaborative working relationships across the Dell Technologies Services organization. This is a high level individual contributor role (not people management), enjoying high visibility and interaction across our organization and with all levels of staff and leadership.

In this role, your success will be based on being an empathetic champion of the customer, with an insatiable curiosity for their motivations, actions, and how you can forge a connection between them and our brand.

**You will**

* Lead strategy and research initiatives to develop a clear and comprehensive view of the Customer Experience, at scale, across our entire Services organization for Dell Technologies

* Discover customer behaviors and motivations with interviews, diary studies, field studies, participatory workshops, ethnography, surveys, and usability testing

* Share findings with a wide audience of stakeholders with written reports and presentations

* Help designers, product owners, and engineers understand customer needs

* Work with stakeholders across functions and levels and have impact at all stages of product development

**Take the first step towards your dream career**

Every Dell Technologies team member brings something unique to the table. Heres what we are looking for with this role:

**Essential Requirements**

* 12 years of relevant work experience with a Bachelors degree or 8 years with a Masters or equivalent combination of education plus experience in User Experience, Human-Computer Interaction, applied research, and/or product research and development (Degree preferred in Anthropology, Human-Computer Interaction (HCI), Human Factors, Psychology, Sociology, or a related field)

* Relevant product research experience, either in an end-to-end, usability, or generative setting

* Experience contributing to behavioral design initiatives or research experience in behavioral change theory

* Experience prioritizing and managing multiple research efforts in a fast-paced, rapidly changing environment

* Detail-orientation with experience and will to continuously learn, adapt and evolve

* High emotional intelligence and excellent collaboration skills

* Excellent verbal and written and presentation communication skills, appropriate for work with all levels of staff and leadership and fostering relationships built on trust, including experience collaborating to solve problems, clearly presenting research findings and insights to technical and non-technical audiences at all levels, and proactively communicating to keep colleagues and stakeholders informed

**Desirable Requirements**

* Master's degree or PhD in a related field

* Experience acting as an experience champion and evangelist, both internally and externally, with thorough knowledge of design principles, usability principles, and UX research methods and how best to apply them within the product development process

* Design skills, particularly in service design, experience design, or interaction design

**Heres our story; now tell us yours**

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. Were proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

Whats most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didnt stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of whats next in technology, starting today.

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Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy .

Why Work Here

**Global Benefits**

* Comprehensive Healthcare Programs

* Award Winning Financial Wellness Tools and Resources

* Generous Leave of Absence for New Parents and Caregivers

* Industry Leading Wellness Platform

* Employee Assistance Program

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* Global Services, Texas, United States

* Global Services, Round Rock, Texas, United States

* Remote, Remote

* Remote, Texas, United States

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* Systems Engineer, Texas, United States

* Systems Engineer, Round Rock, Texas, United States

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