Senior Analyst - Contact Centres & Customer Service

Boston Consulting Group; Camden Town; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global consulting firm in Camden Town is seeking a Senior Analyst in the Customer Service domain. The role involves solving client problems through data analysis and optimizing digital services. Candidates should have a Bachelor's degree, fluency in English, and a strong background in consulting or relevant industry experience. Join a diverse team to drive significant improvements in customer service operations.

Qualifications

• 2+ years of consulting experience or 3+ years of industry experience.
• Experience in large-scale Contact Center transformations with a major service provider.
• Fluency in English; German language preferred.

Responsibilities

• Conduct call center data analysis to assess drivers of demand and performance.
• Identify digital service and AI optimization levers to improve efficiency.
• Define contact center improvement plans and delivery strategies.

Skills

Data analysis

Digital service optimization

Problem-solving

Communication

Education

Bachelor's Degree

Job description

Overview

As a Senior Analyst - BCG Vantage within BCG's Operations and Marketing, Sales and Pricing Practice Areas you will work in a growing global team, providing industry/functional expertise and insights whilst collaborating with case and proposal teams to provide knowledge assets, analysis and expert advisory. You will serve as a thought partner and content expert to case teams and topic/sector leaders, helping structure and solve complex issues. You will support commercialization efforts for the Customer Services topic, contributing analysis and insights to proposals, client workshops and marketing materials, in conjunction with business leaders. You will contribute to developing intellectual property and assets for the business and assist in onboarding and training junior colleagues based on topic/sector expertise. The Customer Services and Contact Centers Topic Area is an expert network of knowledge team members and experienced consultants who help clients on cases related to typical contact center and customer service improvement levers (e.g., waste contact reduction, handling time optimization, digital migration, productivity improvement, queuing logic, IVR optimization, etc.). You will have substantive experience using technology and process innovation in Customer Service and Contact Centers. You will collaborate with global topic leads and colleagues across BCG to bring expertise and capabilities to internal and external clients. Our team is made up of a diverse pool of BCG Vantage positions that allow us to pursue exciting, innovative BCG Vantage careers.

Responsibilities

• Solving client problems through formulating relevant research and/or analytical approaches in your area of expertise, namely Customer Service and Contact Centers
• Conducting call center data analysis to assess drivers of demand and performance
• Identifying digital service and AI optimization levers to improve operational efficiency
• Defining contact center improvement business cases and delivery plans
• Communicating with case teams and stakeholders in a credible and confident way
• Working collaboratively and effectively in a group dynamic, often virtual, proficient in agile ways of working
• Being flexible and bringing a curious and creative mindset, open to new things and able to propose innovative ideas
• Navigating complexity and ambiguity; 2+ years of consulting experience in relevant areas with relevance to Customer Service and Contact Centers (candidates with consulting experience preferred)
• In lieu of consulting experience, 3+ years minimum industry experience required; 4-6+ years of industry experience strongly preferred. Ideally experience in large-scale Contact Center transformations/operations (>5,000 FTEs) with a major service provider/brand (e.g., retail bank, telecoms provider, utility, airline) or relevant tech firm (Zendesk, Nice, Qualtrics) doing product management and/or product marketing
• Experience with a combination of technology (RPA, AI), operations and people challenges

Qualifications

• Bachelor's Degree required (advanced degree preferred)
• Fluency in English; German language preferred
• Strong business acumen and problem-solving capabilities
• Strong written and verbal communication skills