Senior Consultant | Customer Experience |

About the Role:

Senior Consultant in Customer Experience

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.