Process Design and Transformation Consultant (Global Customer Services) - USA Remote

Process Design and Transformation Consultant (Global Customer Services) - USA Remote

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Process Design and Transformation Consultant (Global Customer Services) - USA Remote

Join us as Process Design and Transformation Consultant (Global Customer Services) based USA Remote or Austin/Round Rock TX on our Global Process Engineering team within the global Services organization at Dell Technologies to do the best work of your career and make a profound impact.

Quality is everything at Dell Technologies. It's what we're known for and we build it into all our processes. In Quality Engineering we play a central role by developing, implementing as well as maintaining process capabilities and solutions, as we look for ways to improve the delivery of customer services and experiences. Our team defines strategy - not to mention governance - for the implementation of services quality standards and methodology. In addition to participating in the review of engineering and services designs and process, we assist customers or engineers in gathering and analyzing data.

This Process Transformation role within our Global Process Engineering team is an opportunity for analytical thought leader to help Global Customer Services team reimagine their operations through a strategic lens and turn complexity into a competitive advantage.

As a Process Transformation expert, you will work as part of a team of problem solvers, helping solve complex business issues from strategy to execution. You will demonstrate critical thinking and the ability to bring order to unstructured problems and collaborate with stakeholders to transform and modernize the way core businesses deliver services to our customers.

To help achieve objectives, you will be analyzing the Customer Journey end to end, identifying opportunities to drive positive impact, develop new innovative products and solutions that deliver world class customer experience and drive towards our major (North Star) strategy and business outcomes.

Attention to detail and superior communication skills are critical for this role. You will work cross-functionally to collect data intelligence, current state process, and deliver future state designs that help solve complex problems in a +$16B Services Organization using a combination of Agile, Product Model and other industry execution methodologies to drive towards a seamless, integrated delivery model with our Business stakeholders, Technology strategists and our IT Delivery partners.

Within our team you will find a diversified environment and a strong community to support your personal and professional development. Virtual team building, work/life balance, and a family driven culture are all values we drive towards building a rock star team.

You will

• Build expertise in leveraging technology (ARIS, Celonis) and become a subject matter expert in areas of Process Digitization, Process mining and Task mining
• Problem solving - utilize analytical skills, business judgment, problem solving, and fact-based analysis to identify, prioritize, structure, and solve complex business problems
• Work directly with other product owners, process engineers, program managers, business stakeholders and IT delivery partners to define integrated business needs, features, user stories for simplifying, standardizing and automating business processes; Support an Agile Framework, working in conjunction with end-users, stakeholders, and technical delivery team
• Serve as the voice of the customer, providing a business view on the value and priority of work
• Collaborate with Process Engineers to understand as-is and future state designs, Data Science teams to develop Process Science solutions, and other Business Stakeholders to implement these solutions
• No travel is anticipated for this role

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

• 8 years of related experience with a Bachelor's degree or equivalent combination of experience and education; Experience to include:
• Expert Communications and Presentation skills and experience Influencing at all levels of technical and non technical audiences up to Executives, and dealing with ambiguity. including collaborating effectively across large, geographically dispersed and highly matrixed organizations
• Proven record of success, contributing to the development of business vision and strategies to drive complex Organization Transformation through People, Process and Technology changes
• Hands on experience delivering Proactive and Predictive solutions that deliver up to 10x ROI / business outcomes
• Managing and conducting Quantitative and Qualitative Analyses of large and complex data sets; First-hand experience using Quality tools, data & processes to influence design outcomes and improvements, including successfully working in a dynamic and fast paced environment

Desirable Qualifications

• Certified Scrum Master (CSM), Certified Product Owner (CPO), Scaled Agile for Enterprise (SAFe), or similar certifications
• Hands-on experience with Celonis Process Mining (or similar) including Process Analysis, Transformation, Event Collection and Action Engine, Next Best Action
• Experience in Business Consulting roles, or Business Strategy, including working with Senior executives / VP's

Here's 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. We're proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What's 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 didn't 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 what's next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

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 here.