Job Title:
Senior Consultant In Customer ExperienceJob Description
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.As part of the Concentrix Consulting team, you'll be instrumental in our consulting work working with top talent to transform customer experiences.
As a consulting agency with a creative positioning and growth, Concentrix is looking for its future Senior Consultant In Customer Experience to support it in its development in France and in EMEA. As part of our team you will report to one of our Senior Managers.
Missions
Supporting our clients in the transformation of their Client Operations :
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 of their relational devices
Support for the opening of new relational channels (chat, visio, bot, etc.) and deployment of these solutions
Definition of outsourcing strategy
Optimization of operational 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 the firm's business development actions
Participate in actions to develop the notoriety of the firm (speaking out, participation in industry events, etc.)
Participate in the internal transformation projects of the Webhelp group and in the commercial development of the group's client accounts
Your profile
Graduate of a Bac +5 from a major business school with at ~2-3 years of experience in a management/strategy consulting firm.
Experience on customer experience topics (strategy/operations) is a plus but not required.
Experience in the retail and/or Travel industry is a plus as well as experience in CX tech projects is a “plus” (not required)
Appetite for customer experience issues
Analytical skills
Work rigor and excellent written and oral communication skills
Curiosity encouraging to understand beyond the obvious or assertions
Business sense assuming the ability to develop storytelling and structured thinking
Appreciate agility and risk taking
English required
Location:
FRA Paris - 3 rue d'Heliopolis-CatalystLanguage Requirements:
Time Type:
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