Sr. Manager, Customer Experience & Digital (Remote- USA Anywhere)
Post Date: 04 Aug 2022
Requisition #: R1311571
Location: Work at Home, Colorado, United States
Job Type: Analytic Consulting
Please access the link below for the recruitment data protection notice, applicable for the region where you are applying, or access our Privacy Notice at the bottom of the page if you don’t see the region where you are applying.
In this role, you will:
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, workshop facilitation, and review of client documentation and metric
Partner and coordinate with other Concentrix subject matter experts on everything from IT architecture to frontline staff development (and everything in between) in order to provide clients with the right level of expertise required for each project.
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 financially-driven business case
Oversee, coach, and directly manage direct reports
Contribute to practice development such as training, toolkit development, recruiting, and business development.
Skills you’ll need:
Exceptional interpersonal skills with the ability to inspire, motivate, and coordinate teams comprised of a variety of CX disciplines (people, process, and technology)
Confidently communicate ideas to senior executives as well as internal and external stakeholders
Be self-motivated, hungry for a challenge with the ability to organize and prioritize complex projects in a fast-paced and deadline-oriented business environment
Proven project management skills, with the ability to effectively manage multiple work streams concurrently
Excellent attention to detail
Enthusiasm for learning, with the ability to apply new concepts, principles, and best practices to unique situations
Demonstrated ability to guide and manage customer transformation efforts
Solid understanding of the organization's business operations and industry. Demonstrated business acumen
Bachelor's degree in related field from a four-year college or university with four to eight years of consulting or analytics experience preferred