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Senior CX Business Consultant (fluent ES & EN required)

This role is open to both Senior and Lead level candidates.

About us

Atento is one of the top 5 global providers of customer relationship management and business process outsourcing (CRM / BPO) services and the leader in Latin America. We are leading a Business Transformation Outsourcing (BTO) process, combining advanced technology with the human touch to revolutionize the customer experience (CX) between brands and consumers worldwide. We are present in 17 countries and have more than 110,000 employees in over 100 customer relationship centers around the world, serving more than 400 clients.

About the job

As a CX Business Consultant, you will drive the development and implementation of customer-centric strategies that align with client business objectives. You will conduct thorough market research, craft compelling business cases, and present strategic proposals to client stakeholders—including C-level executives—to transform their customer experiences. Your role also includes closely collaborating with internal teams (e.g., technology and design) to ensure that solutions are both innovative and feasible.

Key Responsibilities:

• Strategy Development: Create comprehensive CX strategies informed by market analysis, customer insights, and business goals.
• Business Case Creation: Develop and present data-driven justifications for CX transformation investments, measuring ROI and long-term benefits.
• Client Engagement & Facilitation: Lead workshops, discovery sessions, and strategic discussions with clients (including board-level presentations).
• Market Research & Benchmarking: Analyze trends, competition, and best practices to tailor CX solutions for industry-specific challenges.
• Cross-Functional Collaboration: Work with design teams to align strategic visions with customer journey maps, and with solutions architects to ensure strategies are technically viable.

About your profile:

• 6+ years of experience in management / strategy consulting roles.
• Strategic thinking and analytical capabilities.
• Strong workshop facilitation and presentation skills.
• Proven track record in creating business cases for CX or digital transformation.
• Client-facing sales capabilities and boardroom experience.
• Excellent communication and collaboration skills.
• Travel flexibility and willingness to meet clients onsite.
• Fluent in English and Spanish.

About the Offer:

• Permanent Contract.
• Full time job with hybrid model.

If you are motivated by the challenge and want to be part of a team with impact, we are waiting for you!

At Atento you find more than what you are looking for!