Consultant, Customer Experience

Job Title:

Job Description

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 Consulting Consultant to guide a team through transformation projects for large clients and develop recommendations for improvement related to the project initiative.  This role requires a high level of creativity, attention to detail, analytic skills, and the leadership aptitude to inspire excellence in others. You should be self-sufficient and self-motivated, but also a strong team player. You’ll need strong organizational, multitasking and planning skills as well as a high commitment to quality and outstanding internal and external customer service. 

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
• Work with, and possibly lead teammates through, 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  

• Confidently communicate ideas to senior executives as well as internal and external stakeholders
• 5+ years of experience in Consultancy on customer experience
• Be self-motivated, hungry for a challenge with the ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Display an exceptional ability to take initiative and ownership with focus on continuous improvement
• Excellent attention to detail
• Nice to have Six Sigma certificate
• Demonstrated ability to guide and manage customer transformation efforts
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen

Advanced Microsoft Office skills

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