Job Title:

CX Consultant, Strategy

Job Description

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:

IND Bangalore - Google Client Site

Language Requirements:

Time Type:

Full time