Customer Experience Analytics Consultant (Bilingüal English)

Concentrix; Torreón; Presencial; USD 60,000 - 80,000; Jornada completa

Descripción de la vacante

A global customer experience company is seeking a Customer Experience Analytics Consultant. This role requires expertise in data analytics and customer support metrics to deliver actionable insights for a Fortune 100 client. Candidates should have significant experience in statistical analysis and data visualization tools. The position offers full-time work with competitive opportunities in a dynamic team environment.

Formación

• 6+ years of experience in data analytics or related analytical roles.
• 3+ years of experience in customer support or service-related analytics roles.
• Demonstrated experience working with large datasets.

Responsabilidades

• Build trusted client relationships.
• Evaluate customer journeys and provide recommendations.
• Integrate disparate data sources ensuring accuracy.

Conocimientos

Data analytics

Customer support operational metrics

Statistical analysis

Data visualization tools

SQL

Communication skills

Organizational skills

Educación

Bachelor’s degree in a related field

Herramientas

SQL

Tableau

Power BI

Python

R

Descripción del empleo

Job Title:

Customer Experience Analytics Consultant (Bilingüal English)

Job Description

We're 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 powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and 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 that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized 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.

Are you passionate about leveraging data, generating compelling and actionable insights that drive business value, and being part of high performing teams? Do you have the desire to be part of a company whose vision is to continuously be the greatest customer engagement services company in the world? Do you want to be part of a company that is rich in Diversity and Talent? Then we have the perfect role for you!

At Concentrix Catalyst, we create exceptional customer experiences, accelerate digital transformation, and deliver actionable customer experience (CX) insights. We focus on tapping into sentiment and building an emotional connection that keeps customers fanatical about our clients’ brands.

Concentrix Catalyst is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive companies from around the world to future-proof their business and stay ahead of the competition and customer expectations.

We are searching for a talented CX Consultant to fill a critical role for a Fortune 100 technology client. This consultant will work directly with our client as an individual contributor, while providing guidance and mentorship to less tenured members of the team. This role requires a high level of independent initiative, the confidence and experience to make decisions and work autonomously, and the ability to provide our client with thought leadership and expertise that drive forward business objectives. The ideal candidate will have experience with omnichannel customer support operations, customer experience best practices, and statistical and quantitative analysis. Strong organizational, multitasking, and planning skills, as well as a high commitment to quality and outstanding internal and external customer service are essential.

Essential Functions/Core Responsibilities

• Build trusted client relationships through proactive client engagement and exceptional project delivery
• Understand clients’ customers and the ideas and perceptions that drive their engagement
• Evaluate customer journeys, identifying pain points and providing recommendations for frictionless interactions
• Manage and mine source data using demonstrated mastery of SQL to identify and access data
• Integrate a variety of disparate data sources while ensuring data accuracy and integrity
• Provide actionable CX insights through data analysis using tools such as R and Python (Pandas Library)
• Collaborate with cross-functional teams to identify root causes of customer issues, develop glide paths, and measure effectiveness
• Report to customer support leadership on overall program performance and provide recommendations for program improvements
• Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing insights
• Use tools such as Tableau, Excel, or PBI to design and build insight-driven reports and dashboards that provide real-time access to customer insights
• Communicate complex ideas simply, adapting communication to audiences with different levels of topic knowledge and understanding
• Bring insights and recommendations to the forefront of stakeholders and executives’ minds through engaging presentations
• Provide innovative solutions to improve operational efficiency and customer experience using knowledge automation and AI technology
  
  

Required Qualifications

• Bachelor’s degree from a four-year college or university in a related field
• 6+ years of experience in data analytics, data science, or related analytical roles
• 3+ years of experience in customer support, customer care, or other service-related analytics roles working with customer support operational metrics
• 3+ years of experience analyzing CX metrics such as NPS and CSAT and providing thought leadership on CX best practices
• Demonstrated experience working with large datasets and statistical analysis methods, proficiency
• in using SQL
• Proficiency with data visualization tools such as Tableau or Power BI
• Experience using R, Python, or similar scripting languages/tools
  
  

Experience in predictive analytics, machine learning, natural language processing, and with platforms such as Salesforce, Medallia, or Qualtrics considered beneficial.

At Concentrix, we provide customer experience solutions that may involve handling sensitive data. As part of our hiring process, all candidates must undergo a background check in accordance with applicable law, which will include identity verification and employment eligibility.

At Concentrix, we provide customer experience solutions that may involve handling sensitive data. As part of our hiring process, all candidates must undergo a background check in accordance with applicable law, which will include identity verification and employment eligibility.



#Concentrix

Location:

MEX Work-at-Home

Language Requirements:

Time Type:

Full time

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