Process Improvement Consultant

Key Responsibilities 

• Lead and structure analytical engagements across call centre operations and customer experience, from problem definition through to recommendation delivery 

• Engage directly with client stakeholders to understand business strategic & operational priorities priorities, present findings, and build trusted advisory relationships 

• Work with the analytic team to ensure analytic outputs align to customer priorities and maintain a balance between quantitative and qualitative outputs

• Develop strategic recommendations grounded in data and aligned to client business objectives

• Collaborate closely with Data Scientists, Data and Reporting Analysts to ensure analytical outputs are fit for purpose and client-ready

• Manage multiple workstreams simultaneously, maintaining quality and timeliness of deliverables

• Support the team lead in driving continuous improvement of analytics frameworks and methodologies