Job Title:
Senior Consultant - Customer Experience (H/F)
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 Technical Products and Services 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.
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 & French required
Location:
FRA Paris - 3 rue d'Heliopolis-Catalyst
Language Requirements:
Time Type:
Full time
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