CX Consultant, Strategy

Job Title:

CX Consultant, Strategy

Job Description

Technical Products and Services (TPS):

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Role level: Consultant, CX Modernization

About Us & The Role

Are you passionate about leveraging data, generating compelling and actionable insights that drive business value, and being part of high performing teams? Do you have the desire to be part of a company whose vision is to continuously be the greatest customer engagement services company in the world? Do you want to be part of a company that is rich in Diversity and Talent? Then we have the perfect role for you!

At Concentrix Catalyst, we create exceptional customer engagement, accelerate digital transformation, and deliver actionable customer experience (CX) improvements. We focus on tapping into sentiment and building an emotional connection that keeps customers fanatical about our clients' brands.

Concentrix Catalyst is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive companies from around the world to future-proof their business and stay ahead of the competition and customer expectations.

Concentrix Catalyst is searching for a talented CX Strategy & Analytics Sr. Analyst to support customer experience transformation projects for large clients. You will analyze customer journeys, develop insights from Voice of Customer data, and create recommendations that improve customer experiences. This role requires strong analytical capabilities, attention to detail, and the ability to work independently on consulting projects under managerial guidance.

Essential Functions/Core Responsibilities  

• Serve clients across a range of industries to drive impactful business value through improved customer journeys and better customer experiences
• Build trusted client relationships through proactive account management and exceptional project delivery
• Develop an analytic approach, document tasks and manage timelines for new/existing clients in support of our consulting projects
• Lead a team through analysis of large client data sets and qualitative discovery such as interviews, focus groups, observations, process mapping, and review of client documentation and metric
• Develop recommendations for improvements with calculated ROI/impact expectations related to the project initiatives
• Conduct internal and client-facing presentations to provide thought leadership, findings, and recommended changes for improvement
• Partner cross-functionally to translate business needs into new solutions for customers
• Teach others how to derive insights that are not obvious and build recommendations that have a solid business case for success
• Partnering with Direct Managers, oversee and coach individual contributors

Candidate Background & Profile  

• Bachelor's degree and 4-8 years of consulting, customer analytics, or customer insights experience
• Experience with Voice of Customer methodologies and CX metrics (NPS, CSAT, CES)
• Strong analytical and quantitative skills with ability to work with large datasets
• Experience developing customer journey maps and strategic assessments
• Proficient in Microsoft Office, especially Excel and PowerPoint
• Familiarity with customer journey mapping tools (Smaply, Miro, Lucidchart) preferred
• Experience in contact centers and self-service channels is a plus
• Strong communicator with ability to present to senior stakeholders
• Team-oriented with focus on contributing to larger project goals with demonstrated ability to guide and manage customer transformation efforts
• Display an exceptional ability to take initiative and ownership with focus on continuous improvement
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen

Location:

India Bangalore - Divyashree

Language Requirements:

Time Type:

Full time