Job Title:
Insight Lead
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.
Role Overview
The Model Office Insights Lead will be responsible for driving insights-led decision-making across operations, customer experience (CX), and sales performance. This role will work closely with the Model Office Manager, client teams, systems, and technology transformation teams to ensure that data-driven insights support business casing, benefits tracking, and quantifying the impact of initiatives. The successful candidate will be responsible for overseeing business-as-usual (BAU) BI reporting, operations continuous improvement, and ad-hoc insights requests while ensuring the effectiveness of initiatives within the Model Office framework. The client is transitioning from high-touch analogue contacts to low-touch, AI-enabled digital-first solutions, including automated self-serve solutions and AI-enabled messaging.
Key Responsibilities
Insights and Reporting Management
- Oversee BAU BI Reporting, ensuring actionable insights are derived and presented to stakeholders.
- Manage quarterly business review (QBR) and monthly business review (MBR) insights, supporting performance tracking and strategic planning.
- Handle ad hoc CX & operational insights requests, ensuring timely and impactful data-driven recommendations.
- Develop and deliver monthly demand management & sales insights, translating findings into high-level solution recommendations with a benefits case.
- Lead the monthly playback of insights, providing recommendations and next steps for key stakeholders.
Data & Analytics Consultation and Business Casing
- Work across multiple data sources to uncover new insights in CX, sales, and operational performance
- Act as a data & analytics consultant, collaborating with project managers and transformation teams to provide data-driven recommendations.
- Support business case development by breaking down initiatives into detailed, actionable insights for delivery.
- Develop and manage an initiatives tracker to monitor cost/benefit analysis and performance post-implementation.
- Lead the ROI calculation of customer contact mix tracking BI, ensuring that post-implementation outputs are effectively measured.
Collaboration & Stakeholder Engagement
- Work closely with the Model Office Manager, client teams, and transformation teams to ensure data-driven decision-making.
- Collaborate with technology and system teams to implement analytical solutions and reporting improvements.
- Serve as a key liaison between analytics, operations, and business strategy teams to ensure alignment on performance insights and tracking methodologies.
Key Skills & Experience
- Relevant experience in consulting, service design, analytics, or business analysis.
- Strong problem-solving, analytical, and quantitative skills.
- Experience working on change and transformation programmes.
- Ability to analyze qualitative and quantitative data, identifying opportunities for process and customer experience improvement.
- Experience in business casing, benefits tracking, and performance quantification.
- Strong communication skills, with the ability to present complex data in an easy-to-understand format.
- Ability to analyze large datasets and make project-related recommendations proactively.
- Experience with gap and root cause analysis, identifying areas impacting business outcomes and CX.
- Ability to work across multiple projects, prioritize work effectively, and meet deadlines.
- Comfortable managing data analysis, business process improvement, and service design thinking.
- Proficiency in Power BI, SQL, and Microsoft Office applications (Excel, PowerPoint, Word).
- Consulting experience preferred.
Preferred Qualifications
- Green or Black Belt Six Sigma certification.
- Lean methodology experience.
- Service design and human-centered design experience.
- Experience with conversational analytics.
- Fluent in English and Dutch (oral and written).
Location:
NLD Tilburg - Professor Cobbenhagelaan 99
Language Requirements:
Time Type:
Full time
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