▷ (Apply in 3 Minutes) Principal Consultant - Senior Customer Experience (CX) Analyst IT Support
2 days 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
2 days 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
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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
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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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Hyderabad, India Customer Support Full timeAdaptable and motivated fresher with knowledge in customer support, process associate roles, data analysis, and non-IT services. Skilled in Microsoft 365, Excel, Power BI, SQL, Al tools, and creative software, with strong abilities in communication, problem-solving, and teamwork. Eager to begin career in roles such as Process Associate, Customer Support...
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3 Days Left! CX Provisioning Analyst
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Bengaluru, Hyderabad, India Oracle Full time ₹ 5,00,000 - ₹ 8,00,000 per yearThePrincipal Learning Content Strategist Customer Experience (CX)is an individual contributor role. The individualis a self-motivated professional who uses their expertise to supportOUproducts, curate online subscription material aligned with the CX Product Strategy, participate in content roadmap planning, and contribute to the development and recording of...
