Principal Consultant

2 weeks ago

Hyderabad, India Genpact Full time

Job Description Inviting applications for the role of Principal Consultant - Senior Customer Experience (CX) Analyst - IT Support In this role, you will be responsible for transforming user feedback, behavioural data, and operational metrics into actionable insights that improve digital and human-assisted support channels. The ideal candidate will work closely with CX managers, automation teams, and IT stakeholders to enhance self-service, chatbot performance, and overall user satisfaction. Responsibilities .Track and analyze Experience Level Agreements (XLAs) across IT support channels, providing root cause analysis and actionable insights. .Monitor chatbot usage and performance, identifying drop-offs, unresolved intents, and optimization opportunities in collaboration with AI/automation teams. .Evaluate self-service portal engagement, identifying content gaps and UX friction points using user journey data, search analytics, and feedback. .Design and maintain dashboards and reports that translate raw data into clear, actionable recommendations for CX managers and senior leadership. .Support Voice of Customer (VoC) programs by synthesizing CSAT, CES, sentiment, and survey feedback to identify trends and prioritize improvements. .Partner with CX managers and digital leads to test and validate enhancements to chatbot flows, support content, and user journeys. .Provide data-driven input into digital support campaigns to improve adoption, resolution rates, and user satisfaction. .Contribute to continuous improvement cycles, including service reviews, problem-solving workshops, and post-incident analysis from a user perspective. Qualifications we seek in you Minimum Qualifications .Proficiency in data analytics and BI tools (e.g., Power BI, Tableau, Excel, Qualtrics, Medallia). .Experience analyzing chatbot performance (containment rate, escalation logic, drop-offs). .Familiarity with digital adoption tools and self-service portal analytics. .Strong written and verbal communication skills to present insights to non-technical stakeholders. .Experience working in agile, cross-functional environments. .Certification in CX tools (e.g., Qualtrics, CCXP) is added advantage Preferred Qualifications/ Skills .Certification in CX tools (e.g., Qualtrics, CCXP) is added advantage - - - - - -

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