Job Title:
CX Engagement Solutions Consultant
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 Engagement Solutions 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.
Key Competencies and Job Responsibilities
• Effective communicator and storyteller that can communicate complex concepts in a manner that creates enthusiasm and alignment for the proposed NorthStar future state experiences
• Build connections and partnerships to deliver a persuasive outside-in customer-centric approach to enable a connected experience delivered at scale
• Driving foundational research strategy for the team while partnering with stakeholders to define moments of truth
• Ability to clearly and succinctly present possible solutions outside of the designated design space
• Reviewing and validating work with peers, stakeholders, and customers to maintain open communication
• Ability to see things from various altitudes and communicate holistic solutions
• Demonstrated experience with a wide variety of research methods (e.g., interviewing, surveys, foundational, quantitative, qualitative, etc.)
• Hands-on experience designing, planning, and facilitating remote workshops and interviews, field research, international research, and survey design
• Expertise in Customer Experience Design and Design Thinking
• Producing discussion guides, personas, customer journeys maps, and service blueprints
• Leveraging measurements, data, and research to prioritize the requirements and framework for the broader team
Qualifications
Required/Minimum Qualifications
• Bachelor's Degree in Human-Computer Interaction, Human Factors Engineering, Computer Science, Technical Communications, Information Science, Sociology, Anthropology, HCI, Interaction Design, Communication Design, Market Research, User Experience Design, Behavioral Science, Social Sciences, or related field AND 2+ years Customer/User Experience Research experience OR Master's Degree AND 1+ years Customer/User Experience Research experience OR Doctorate Degree OR equivalent experience
• 3+ years’ Experience in transforming experiences
• 3+ years Designing, planning, and facilitating live and virtual Design Thinking workshops
• 3+ years in user experience research, design research, product research or the equivalent with strong theoretical and practical knowledge
Preferred Qualifications
• Design Thinking Certification from an accredited institution. (e.g.: IDEO, IBM, Stanford, Luna, Forrester, and a variety of university programs)
• 3+ years working on experiences that include extensive digital solutions (omni-channel, self-service, AI bots, etc.)
• 1+ years conducting 1:1 research interviews
• 1+ years relevant domain experience within technology sector
• 1+ years experience in research methods impacting both product direction and detailed experience design.
• Master or PhD degree in Psychology, Human Factors, HCI, Interaction Design, Communication Design, Architecture, or equivalent experience
• Experience working in an Agile and/or fast-paced environment
• Experience with a broad range of research methodologies (qualitative and quantitative techniques)
• High comfort level with ambiguity
#ConcentrixCatalyst
Location:
ARG Work-at-Home
Language Requirements:
Time Type:
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