Senior Customer Experience Design Consultant


Senior Customer Experience Design Consultant

Job Description

Are you passionate about understanding what drives best in class customer experience? Do you love to explore, find and capture raw data and leverage that data to drive analytics that generates actionable insights and creates tangible recommendations which will enable and support businesses to improve their customer experience? Would you like to develop your career within an organisation that has the Vision “to be the greatest Customer Engagement Services Company in the World, rich in Diversity and Talent” ? Then we have the perfect role for you!

The Senior CX Design Consultant leads analytic and consulting work for project based assignments. Working with both internal and external stakeholders, analysing a range of operational, business and customer data to identify ways to improve performance across touchpoints. The position works as part of a consultant and analytic team to assess processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores. The Senior Consultant will interpret performance trends, identify root causes behind the trends, and then contribute to the development of performance improvement efforts.

Essential Functions/Core Responsibilities  

• Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports     

• Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps     

• Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between metrics     

• Coordinates data feeds with Operations to provide data for analysis     

• Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results    

• Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation     

• Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs     

• Contributes to recommendation/initiative development based on results of analysis     

• Develops updates to reflect current status of activities; monitors progress against action plans; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics     

• Produces documentation of key insights quality analysis or root cause work, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews 


Candidate Profile  

• Significant consulting and analytics experience within operational environments.

• Experience interpreting data and presenting process improvements to relative stakeholders

• Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes    

• Excellent attention to detail    

• Excellent communication skills, both written and verbal. (C1 English)

• Ability to effectively present information to internal and external associates    

• Strong customer service disposition and sense of professionalism    

• Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts    

• Ability to work an emerging and rapidly changing environment    

• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment    

• Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting experience preferred    

• Advanced Microsoft Office skills    

• Demonstrated ability to take initiative and ownership with focus continuous improvement    

• Six Sigma Green Belt certification Required

We offer:

  • Competitive salary, benefits
  • Opportunity to work a range of multinational clients
  • Work from Home flexibility
  • Clear Career Path and Development Opportunities