About the Role:
As a Senior Consultant in Customer Experience, you will lead initiatives to enhance customer satisfaction, loyalty, and engagement. You'll work closely with clients to develop CX strategies, improve customer journeys, and implement solutions that drive business growth.
Key Responsibilities:
- Customer Experience Strategy:
- Develop and execute CX strategies that align with business objectives.
- Conduct customer journey mapping to identify pain points and opportunities for improvement.
- Analyze customer feedback, behavior, and data to drive CX enhancements.
- CX Design & Implementation:
- Design customer-centric solutions across digital and physical channels.
- Collaborate with cross-functional teams to implement CX initiatives.
- Utilize CX tools and technologies to measure and improve performance.
- Data-Driven Insights:
- Leverage analytics to assess customer satisfaction (CSAT), Net Promoter Score (NPS), and other key metrics.
- Conduct root cause analysis of customer issues and recommend actionable solutions.
- Client Engagement:
- Serve as the primary point of contact for CX-related projects with clients.
- Present findings, insights, and recommendations to senior stakeholders.
- Foster strong client relationships to support long-term engagement.
- Leadership & Mentoring:
- Mentor junior consultants and lead project teams effectively.
- Drive a culture of continuous improvement within the CX practice.
Desired Qualifications:
- Education: B.Tech/B.E., MBA, or relevant degrees in Business, Marketing, or related fields.
- Experience:
- 5-8 years of experience in customer experience management, CX consulting, or related fields.
- Proven track record in designing and implementing CX strategies.
- Certifications:
- Certifications in CX methodologies (e.g., CCXP, LEAN Six Sigma) are preferred.
Key Skills:
- CX Strategy & Design: Expertise in customer journey mapping, UX design, and service design thinking.
- Data Analytics: Strong analytical skills with proficiency in data-driven decision-making.
- Communication: Excellent presentation and storytelling abilities.
- Project Management: Strong organizational and leadership skills to manage multiple projects.
- Technology Proficiency: Familiarity with CX platforms (Salesforce, Qualtrics, Medallia, etc.) is a plus.
Key Competencies:
- Customer-Centric Mindset: Passion for improving customer experiences and driving business growth.
- Strategic Thinking: Ability to see the bigger picture and develop strategic CX initiatives.
- Problem-Solving: Analytical mindset to identify issues and implement effective solutions.
- Collaboration: Strong team player with the ability to work across functions.
- Change Management: Ability to influence and drive change within an organization.
