Principal Consultant Customer Experience (W/M/D)

Concentrix; United States; Remote; USD 150,000 - 200,000; Full time

Job description

Job Title:

Principal Consultant Customer Experience (W/M/D)

Job Description

We're Concentrix, the intelligent transformation partner. Solution-focused, tech-powered, and intelligence-fueled. As a global technology and services leader, we power the world’s best brands with unique data, insights, deep industry expertise, and advanced technology solutions. We are the intelligent transformation partner that helps companies become refreshingly simple to work, interact, and transact with. With a presence in over 70 countries, we attract top talent and shape new careers.

The Concentrix Catalyst team drives Concentrix’s transformation, data, and technology services. We integrate digital engineering, creativity, and a deep understanding of human behavior to unlock value through tech-powered and intelligence-fueled experiences. Our approach combines human-centered design, data, and technology to accelerate transformation at scale. You will work with industry-leading technology and insights to modernize and simplify customer experiences, delivering strategic consulting, design, advisory services, market research, and contact center analytics to improve client outcomes and value.

Our global team is dedicated to ensuring every relationship is exceptional. We have been recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture.” Join us on this journey towards greater opportunities and brighter futures.

Responsibilities

1. Pilot customer transformation projects for our clients.
2. Oversee and ensure the delivery of consulting activities with clients.
3. Manage and nurture client relationships to build loyalty and expand the customer portfolio.
4. Examples of projects include:

• Definition and redesign of customer strategies (relational ambition, relational posture, organization of customer activities, benchmarking, strategic studies, etc.)
• Optimization of omnichannel customer journeys
• Self-care automation of relational systems
• Support for launching new relational channels (chat, video, bots, etc.) and deploying these solutions
• Definition of outsourcing strategies
• Design and execution of transformation programs
• Operational model optimization (excellence, productivity, commercial performance)
• Redesign/optimization of commercial acquisition systems, implementation of "Voice of the Customer" programs

Contribute to business development:

• Identify targets, conduct exploratory meetings, draft proposals, etc.
• Loyalty and growth of the customer portfolio

Support the firm's visibility through speaking engagements, thought leadership, and industry event participation.

Support the development of consultants (recruitment, managerial support, skills development).

Your profile

• 7+ years of experience in management/strategy consulting, a global system integrator, or Big 4 firms.
• Proficiency in English and German.
• Experience in customer experience strategy and operations.
• Experience and network beyond DACH is advantageous but not essential.
• Autonomy, boldness, entrepreneurial spirit within a growing, recognized group.
• Strong team spirit.
• Ability to lead customer transformation projects and develop client trust at CxO level.
• Experience in team management, recruiting, and talent development.
• Willingness to travel within the EMEA region.

Location: DEU Work-at-Home

Language Requirements: English and German proficiency required.

Time Type: Full-time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.