About the Role
This role focuses on customer journey optimization, CRM initiatives, operational improvements, and data-driven insights that help organizations improve customer satisfaction, operational efficiency, and service delivery. You will work closely with consulting leaders, client stakeholders, and technical teams to design and implement customer-centric solutions and operational frameworks.
Responsibilities
Customer Experience & Transformation
- Analyze customer journeys and identify opportunities to improve customer experience and operational efficiency
- Support the design and implementation of customer experience frameworks and transformation initiatives
Business & Functional Advisory
- Gather and document business requirements through stakeholder workshops and discovery sessions
- Translate business needs into functional solutions that support service optimization and CRM programs
CRM & Technology Enablement
- Support CRM initiatives including onboarding, enhancements, and workflow improvements
- Work with technical teams to implement improvements across customer platforms and service channels
Data Analytics & Insights
- Use data analytics and reporting tools to generate insights that support operational and CX improvements
- Develop dashboards, reporting frameworks, and performance metrics to measure program success
Stakeholder & Project Collaboration
- Work closely with cross-functional teams including operations, technology, and client leadership
- Facilitate discussions, align stakeholders, and support delivery of consulting projects
Qualifications
6+ years of experience in customer advisory, CX transformation, or business operations consulting
Experience in CRM platforms, customer success programs, or customer lifecycle management
Strong background in data analytics, reporting, and performance metrics
Experience working with global teams and cross-functional stakeholders
Strong communication, presentation, and stakeholder management skills
Required Skills
- CRM platforms (Salesforce, Gainsight, or similar)
- Customer Experience analytics (NPS, CSAT, CES)
- Process improvement and operational transformation
- Data analytics tools (Power BI, SQL, Python)
- Lean Six Sigma or process optimization methodologies
