Process Design and Transformation (Global Customer Services) – USA Remote

Process Design and Transformation (Global Customer Services) – USA Remote

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Join us as Process Design and Transformation engineer (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. Its what were 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 technical quality assurance and control systems and processes.

We look for ways to improve the inspection, verification and validation of our finished products and services. Our team defines strategy not to mention governance for the implementation of 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

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

  • 8-12 years of related experience with a Bachelors degree or equivalent combination of experience and education; Experience to include :
  • 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
  • Expert Influencing, Communications and Presentation skills and dealing with ambiguity. including collaborating effectively across large, geographically dispersed and highly matrixed organizations

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 / VPs

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