Senior Consultant - Customer Experience

Concentrix - CA; Paris; Sur place; EUR 50 000 - 65 000; Plein temps

Résumé du poste

Une entreprise de services technologiques recherche un Consultant Senior en Expérience Client basé à Paris. Le candidat idéal contribuera à la transformation des opérations client et à l'optimisation des parcours clients. Diplôme Bac +5 exigé avec 2-3 ans d'expérience; l'anglais et le français sont nécessaires. Ce rôle offre de nombreuses opportunités de développement professionnel dans un environnement dynamique.

Qualifications

• 2-3 ans d'expérience en cabinet de conseil en management/stratégie.
• Une expérience sur des sujets d'expérience client est un plus.
• Anglais et français requis.

Responsabilités

• Support des clients dans la transformation de leurs opérations client.
• Définition et optimisation de parcours clients omnicanaux.
• Contribuer aux actions de développement commercial de l'entreprise.

Connaissances

Compétences analytiques

Excellentes compétences en communication écrite et orale

Sens des affaires

Appétit pour les questions d'expérience client

Agilité

Formation

Diplôme Bac +5 d'une grande école de commerce

Description du poste

Overview

Job Title: Senior Consultant - Customer Experience

We are Concentrix, the intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled with unique data and insights, deep industry expertise, and advanced technology solutions. We’re the intelligent transformation partner that helps companies become refreshingly simple to work with, interact with, and transact with. We shape new game-changing careers in over 70 countries.

The Concentrix Technical Products and Services team drives transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market-leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics to deliver insights that improve outcomes and value for our clients.

We’ve earned recognition with awards such as World\'s Best Workplaces, Best Companies for Career Growth, and Best Company Culture, year after year. Join us and be part of this journey towards greater opportunities and brighter futures.

As part of the Concentrix Consulting team, you\'ll be instrumental in our consulting work, collaborating with top talent to transform customer experiences.

As a consulting agency with a creative positioning and growth, Concentrix is seeking a Senior Consultant in Customer Experience to support development in France and in EMEA. You will report to one of our Senior Managers.

Missions

• Supporting our clients in the transformation of their Client Operations:
  • Definition and redesign of Customer strategy (relational ambition, relational posture, organization of customer relationship activities, benchmark/strategic studies, etc.)
  • Definition and optimization of omnichannel customer journeys
  • Self-carization of their relational devices
  • Support for opening new relational channels (chat, visio, bot, etc.) and deployment of these solutions
  • Definition of outsourcing strategy
  • Optimization of operational models (operational excellence, productivity, commercial performance, etc.)
  • Redesign/optimization of commercial acquisition systems
  • Implementation of Voice of the Customer program
• Contribute to the firm\'s business development actions
• Participate in actions to develop the notoriety of the firm (speaking engagements, industry events, etc.)
• Participate in internal transformation projects of the Webhelp group and in the commercial development of the group\'s client accounts

Your profile

• Graduate of a Bac +5 from a major business school with ~2-3 years of experience in a management/strategy consulting firm.
• Experience on customer experience topics (strategy/operations) is a plus but not required.
• Experience in the retail and/or Travel industry is a plus, as is experience in CX tech projects (not required).
• Appetite for customer experience issues
• Analytical skills
• Work rigor and excellent written and oral communication skills
• Curiosity to understand beyond the obvious or assertions
• Business sense with storytelling and structured thinking
• Appreciates agility and risk taking
• English & French required

Location: FRA Paris - 3 rue d\'Heliopolis-Catalyst

Language Requirements:

Time Type: Full time

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