▷ (Apply in 3 Minutes) Principal Consultant - Senior Customer Experience (CX) Analyst IT Support
4 weeks ago
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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Senior Principal Consultant
4 weeks ago
Hyderabad, India Genpact Full timeJob Description Inviting applications for the role of Senior Principal Consultant - Senior Customer Experience (CX) Analyst - IT Support In this role, you will be responsible to lead the execution of customer-facing IT support experiences across digital and human-assisted channels. This role is responsible for managing chatbot and self-service portal...
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Principal Consultant
3 weeks ago
Hyderabad, Telangana, India GENPACT Full timeReady to build the future with AI At Genpact we don t just keep up with technology we set the pace AI and digital innovation are redefining industries and we re leading the charge Genpact s our industry-first accelerator is an example of how we re scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale...
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Senior Principal Consultant
3 weeks ago
Hyderabad, Telangana, India GENPACT Full timeReady to build the future with AI At Genpact we don t just keep up with technology we set the pace AI and digital innovation are redefining industries and we re leading the charge Genpact s our industry-first accelerator is an example of how we re scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale...
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Hyderabad, India Oracle Full timeThe Principal Learning Content Strategist – Customer Experience (CX) is an individual contributor role. The individual is a self-motivated professional who uses their expertise to support OU products, curate online subscription material aligned with the CX Product Strategy, participate in content roadmap planning, and contribute to the development and...
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Principal Conversational Cx Designer
1 week ago
Hyderabad, India TTEC Digital Full timeAt TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. TTEC Digital is seeking a Principal Conversational CX Designer to join our Technology Services team. This is a telecommuting...
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[Apply in 3 Minutes] Salesforce Business Analyst
3 weeks ago
Hyderabad, India PepsiCo Full timeJob Description Overview We are seeking an experienced and strategic Business Analyst / Functional Lead to drive solution definition, business alignment, and successful delivery of Real-Time Decisioning initiatives and play a critical role in translating complex business needs into actionable functional requirements, guiding cross-functional teams, and...
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Hyderabad, India Genpact Full timeJob Description Inviting applications for the role of Principal Consultant, Networks Service Delivery Analyst Responsibilities - In this role you will be responsible for ensuring seamless delivery of network services across enterprise environments, driving operational excellence, and supporting transformation initiatives in network infrastructure and service...
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▷ (Apply in 3 Minutes) Senior Consultant
5 days ago
Hyderabad, India Oracle Full timeJob Description Principal Consultant Job Description (Oracle Utilities) - This Principal Consultant position is primarily responsible to work on Oracle Utilities implementation, maintenance, support and testing projects for Oracle utilities clients. - Leveraging their prior knowledge in Java, OUAF, SQL and J2EE and Configuration Tools, this designer will...
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CX Domain Expert – Customer Experience
21 hours ago
Hyderabad, Telangana, India Voxai Solutions Full time ₹ 6,00,000 - ₹ 18,00,000 per yearCompany DescriptionVoxai Solutions provides best-in-class solutions and services to transform, manage, and innovate your customer experience (CX) journey. With market-leading cloud contact center capabilities, outstanding expertise, and a diverse partner ecosystem, Voxai helps businesses achieve their operational goals. Voxai is a specialized solution...
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Hyderabad, India Genpact Full timeJob Description Ready to build the future with AI At Genpact, we don't just keep up with technology-we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work...
