Senior Principal Consultant

2 weeks ago

Hyderabad, India Genpact Full time

Job 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 performance, optimizing experience metrics (XLAs), and driving continuous improvement in Tier 1 support operations. The ideal candidate will lead a global team, collaborate with cross-functional partners, and champion intuitive, proactive, and scalable support journeys that elevate user satisfaction and reduce friction Responsibilities - Own and manage Tier 1 digital support operations across chatbot, portal, and knowledge base platforms. - Ensure consistent, high-quality customer experiences across all self-service and AI-assisted channels. - Drive adoption, usability, and performance of chatbot and self-service portal. - Monitor and improve Experience Level Agreements (XLAs), including Customer Effort Score (CES), CSAT, sentiment, and containment rate. - Execute feedback loops using survey data, chatbot transcripts, and voice-of-customer insights to identify and resolve pain points. - Lead a team of CX specialists, providing coaching, performance management, and fostering a user-centric culture. - Promote operational excellence and digital behavior awareness across the team. - Serve as the operational owner of chatbot effectiveness, working with automation/AI teams to optimize conversation flows, escalation logic, and deflection strategies. - Collaborate with knowledge managers to ensure content is accurate, relevant, and optimized for self-service. - Partner with change management and communications teams to drive adoption of digital support tools through campaigns, training, and in-channel messaging. - Support service transformation initiatives to shift Tier 1 support from reactive to proactive and predictive experiences. - Track and report key operational and experience metrics. - Provide actionable insights and recommendations to CX leadership for continuous service improvement. Qualifications we seek in you Minimum Qualifications - Strong understanding of modern support platforms (e.g., ServiceNow, Freshdesk, or similar), chatbots, and knowledge base tools - Comfortable using analytics dashboards to interpret usage trends, satisfaction data, and channel effectiveness - Exposure to digital transformation or automation programs is a plus - Familiarity with CX frameworks like Design Thinking or Voice of Customer programs - Able to support campaign-style efforts to increase adoption of self-service and AI-powered tools - Experience working across change management, training, and communications teams to embed digital support behaviors Preferred Qualifications/ Skills - Certification in CX tools (e.g., Qualtrics, CCXP) is added advantage - - - - - -

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