CX Advisory-Sr Consultant

7 days ago

Mumbai, Maharashtra, India Ciel HR Full time ₹ 15,00,000 - ₹ 20,00,000 per year
Job Description-Key Responsibilities:
  • Act as a CX champion in engaging clients and internal organization to improve customer experience
  • Lead new business opportunities for CX by building relationship with Sales Leads in Qualtrics and within Ugam
  • Manage and grow key clients across APAC and EMEA regions through design and delivery of impactful CX programs
  • Develop CX strategy and roadmap including voice of customer feedback system for clients across sectors and across regions
  • Advise clients in improving their customer experience by recommending and providing point of view on customer listening systems – gathering customer insights, driving ROI, optimizing customer touchpoints and channels
  • Lead CX improvement projects and initiatives that positively transform the client's end- to-end experience
Job Requirements:
  • Overall, 10+ years' experience with minimum 7 to 8 years of CX practitioner/manager/consulting experience managing CX programs and/or delivering CX consulting services
  • Has a strong understanding of good research methodology, survey design and data analysis
  • Must have Executive Presence. Strong decision-making, problem-solving skills, writing and presentation skills
  • Ability to work independently and with a team consisting of executives, project stakeholders and project team members
  • Ability to work effectively with people at all levels in an organization – c-suite to operational leaders to frontline employees
  • Consultative and relationship builder who can quickly understand client needs and requirements
  • Willingness and ability to travel up to 25-30%
  • Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority
  • Effective communication of complex ideas both verbally and in writing
  • Exceptional analytical and problem-solving skills
  • CCXP certification preferred
  • Qualtrics and/or Medallia experience preferred
  • Proven track record driving positive change in a complex environment; exceptional change management skills
  • Understands and can teach CX methods and tools
  • Comfortable with fluidity/changes in responsibilities across projects
Qualifications
Education Requirements:
  • Bachelor's degree or greater is required. (Preferred in IT, Marketing, Consumer research, Social sciences, Psychology, Economics or Econometrics.)
  • Advanced (Master's or PhD) degree in a research or business-centric field
Additional Information

Ciel HR

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