What You Will Do:
- Collaborate with clients to understand their business objectives, customer needs, and market requirements and develop effective, creative strategies that align with their goals.
- Conduct market research, analyze industry trends, and identify opportunities for innovation to drive client success.
- Develop CX strategies that align with clients' objectives and leverage industry best practices.
- Strategic Alignment & Transformation: Align contact center operations with broader CX strategy to drive measurable outcomes, including cost optimization, customer retention, and revenue growth.
- Operational Expertise: Deep understanding of end-to-end contact center operations across voice and digital channels, including WFM, routing, queue design, IVR and AI-enabled flows.
- Performance & Metrics Optimization: Proven ability to define, monitor, and improve key metrics such as service level, AHT, FCR, CSAT, NPS, and cost per contact to ensure operational excellence and enhanced customer experience.
- Manage and actively contribute to the successful delivery of consulting projects, ensuring they meet client expectations and are strategically aligned.
- Manage project timelines, budgets, and resource allocation effectively.
- Lead the development and implementation of streamlined processes to enhance efficiency and effectiveness.
- Monitor key performance indicators to assess the impact of process changes and identify areas for further improvement.
- Proven experience partnering with a sales team to identify and pursue opportunities to expand client engagements and drive business growth.
- Skilled in proposal solutioning and staffing across CX strategy and operations, especially contact center, transformational consulting engagements.
- Lead and inspire a team of consultants, fostering a collaborative and innovative work environment.
- Provide guidance and feedback to nurture the professional growth of team members.
- Collaborate with cross-functional teams to ensure seamless integration of consulting solutions.
- Stay informed about industry trends, emerging technologies, and best practices in customer experience.
- Leverage innovative approaches and tools to enhance consulting deliverables.
- Look for opportunities to expand practice offerings by leveraging existing project delivery experiences and learnings.
What You Will Bring:
- 15+ years of relevant experience, including at least 5 years of experience as a CX Consulting Director, preferably within a consulting or agency environment.
- Strong portfolio showcasing successful consulting projects and strategies.
- Strong leadership and management skills, with the ability to inspire and motivate a team.
- Project management skills, with the ability to prioritize tasks, meet deadlines, and manage resources effectively.
- In-depth knowledge of customer experience, business strategy, operations management
- A passion for delivering exceptional consulting services and a continuous drive to stay updated with industry trends.
- Minimum Bachelor’s level degree required; Master’s degree preferred.
- Preferred: Proficiency in Design Thinking facilitation (Digital and non-digital products)
- Preferred: Certification in process excellence methodology such as Lean, Six Sigma, Agile, etc
- Preferred: Experience working with CX technology platforms such as AWS, Cisco, Genesys, Google, or Microsoft
