Consultant Sénior Expérience client F / H

Orange Business Services; Paris; Sur place; EUR 45 000 - 70 000; Plein temps

Résumé du poste

A leading digital transformation consultancy in Paris is seeking a Senior Consultant to support clients in their digital transformation. You will lead diagnostics, define customer journeys, and oversee transformation projects while mentoring junior colleagues. Required qualifications include a Master's degree and over 3 years of relevant experience. The company promotes diversity and offers inclusive opportunities.

Qualifications

• Over 3 years of experience in operational contact center activities.
• Experience leading contact center solution implementation projects.
• Consulting approach covering marketing, sales, and customer service.

Responsabilités

• Lead and conduct diagnostics.
• Define customer journeys and processes.
• Oversee the design of transformation projects.
• Support the implementation of agile transformation projects.
• Draft commercial proposals and capitalize on previous missions.

Connaissances

Interpersonal and writing skills

Analytical and synthesis mindset

Listening skills

Sense of responsibility

Intellectual curiosity

Strong motivation

Fluent in English

Formation

Master's degree (BAC +5)

Description du poste

About the role

At Orange Business Consulting, our mission is to support our clients in their digital transformation journey.

As part of the development of our Digital Customer Transformation community, we are seeking a Senior Consultant who:

• Is passionate about omnichannel customer relations and its various components (strategy, organization, processes, activity management, skills development, etc.)
• Positions themselves as a true expert in remote customer relationship management and its tools (contact centers, CRM, digital interactions, etc.)
• Has led or implemented contact center activities or supported such projects as a consultant.

Responsibilities:

1. Lead and conduct diagnostics
2. Define customer journeys, processes, and offers supporting (or not) the tools involved
3. Oversee the design of projects related to defining or improving journeys, processes, and offers
4. Manage and support the implementation of transformation projects, incorporating agile methods suited to the client's maturity level
5. Participate in drafting commercial proposals (methodology, budget, references)
6. Contribute to the company's discourse and methods after project completion

Do you want to enrich your experience by working with all our team members and share your own? Would you like to participate in coaching junior staff? Join us!

About you

• You hold a BAC +5 degree from a university, engineering school, or business school
• You possess the qualities required for a consultant: interpersonal and writing skills, analytical and synthesis mindset, good listening skills, sense of responsibility, intellectual curiosity, and strong motivation
• You have developed skills in customer relations, organization, processes, and tools around omnichannel customer service through operational experience or consulting missions
• You have over 3 years of experience in operational contact center activities, customer relations management, or have led contact center solution implementation projects as MOA
• A consulting approach with a broad scope (marketing, sales, customer service, Salesforce processes and solutions) is highly valued
• You speak English fluently

Additional information

At Orange, your skills are what matter:

Regardless of your age, gender, origin, religion, sexual orientation, neurodiversity, disability, or appearance, we promote diversity as a strength and a source of innovation.

We are an inclusive employer: please share any specific needs you may have.

Department

Orange Business aims to become the leading network and digital integrator in Europe, leveraging strengths in next-generation connectivity, cloud, and cybersecurity solutions.

Our 30,000 employees across 65 countries are driven by the same determination and team spirit to build today's and tomorrow's digital solutions and create a positive impact for our clients, their employees, and the planet.

We offer exciting opportunities through innovative projects in data and digital, cloud, AI, cybersecurity, IoT, digital workspace, and big data.

Join us on this adventure!

Contract

Regular