Process Improvement Consultant

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

As a Process Improvement Consultant within Concentrix ANZ's offshore Analytics practice, you will work at the intersection of analytics, customer experience, and call centre operations. You will be leading strategic priorities, engaging directly with client stakeholders, and working with the analytic team to add value and insights to analytical products. The consultant is expected to be working with clients to identify and solve complex problems within the contact centre space. This includes: process improvement, journey mapping, blueprinting, stakeholder management, communication skills, and basic consulting acumen. You will be part of a growing Analytics practice supporting leading Australian brands, working on complex and meaningful problems across customer experience and call centre operations. This role offers direct involvement in strategic client engagements and a defined pathway for growth within the practice.

• 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

Key skills & knowledge:

• 4-6 years of experience in a consulting, advisory, or client-facing analytics consultative role
• Strong understanding of customer experience, call centre operations, and analytics consulting
• Proven ability to engage and communicate effectively with senior client stakeholders Strong problem-structuring and analytical thinking skills
• Excellent presentation and storytelling skills with the ability to translate complexity into clarity
• Experience producing high-quality client-facing deliverables including presentations, business cases, and recommendations
• Ability to work effectively in a fast-paced, offshore delivery environment supporting Australian clients
• Prior experience in a BPO or call centre environment
• Exposure to AI and advanced analytics concepts and applications
• Experience working with or supporting Australian clients

Educational Qualification : Graduate

Disclaimer: -

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.

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