Job Title:
Principal Consultant Customer Experience (W/M/D)
Job Description
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
The Concentrix Catalyst team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
Join us and be part of this journey towards greater opportunities and brighter futures.
Responsibilities
- Pilot the Customer transformation projects that we perform for our customers.
- Oversee and assure the delivery of consultant activity with clients
- Manage and nurture client relationships to [build loyalty and develop the customer portfolio]
- Some examples of projects we carry out
- Definition and redesign of Customer strategy (relational ambition, relational posture, organization of customer relationship activities, realization of benchmark / strategic studies, etc.)
- Definition and optimization of omnichannel customer journeys
- Selfcarization / automation of their relational systems
- Support for the opening of new relational channels (chat, visio, bot, etc.) and deployment of these solutions
- Definition of outsourcing strategy
- Design and execution of transformation programmes
- Optimization of operating models (operational excellence, optimization of productivity, optimization of commercial performance,…)
- Redesign / optimization of commercial acquisition systems, Implementation of "Voice of the Customer" program
- Contribute to our business development actions:
- Prospecting: identification of targets, exploratory meetings, management and drafting of commercial proposals, etc.
- Loyalty and development of the customer portfolio
- Participate in actions to develop the notoriety of the firm (speaking out, thought leadership, participation in industry events, etc.)
- Monitor and support the development of the firm's consultants (recruitment, managerial support, development of skills, etc.)
Your profile
- 7+ years of experience in a management/strategy consulting firm, a Global System Integrator, and/or in Big 4 firms.
- Proficient in English language and German Language
- Experience on customer experience topics (strategy/operations) is required.
- Experience and network beyond DACH would be beneficial but not essential.
- Autonomy, audacity, desire to participate in an intrapreneurial adventure, within a solid, recognized and growing group
- Team spirit
- Implement and guide our clients' customer transformation projects
- Ability to develop relationships of trust with our clients (CxO level) and our internal interlocutors within Concentrix
- Team management: recruit, guiding our talents to ensure the fulfillment and development of everyone.
- Willingness to travel within EMEA region
Location:
DEU Work-at-Home
Language Requirements:
Time Type:
Full time
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