Senior Consultant in Customer Engagement & Journey

Job Title:

Senior Consultant in Customer Engagement & Journey

Job Description

We're Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
Challenge Conventions
Deliver outcomes unimagined
Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX 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.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
We're a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
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Consulting agency and subsidiary of the group, Catalyst is the expert firm in relational and digital transformations in EMEA and has the ambition to become one on a global scale.

With 300 consultants spread over 4 offices (UK, France, Germany and APAC), Catalyst helps brands to make their Customer Experience a truly differentiating element and vector of growth and performance.

In France, the office has around fifty employees: consultants and data scientists but also digital experts, UX/UI designers and developers.

We are experiencing growth, with consulting activity tripled in 2023.

Job Description and Responsibilities

As a consulting agency with a creative positioning and growth, Catalyst is looking for its future Senior Consultant in Customer Engagement & Journey to support it in its development in France. You will report to one of our Managers from Paris office.

Missions

• Support our clients in the transformation of their Client Operations :
• Definition and redesign of Customer strategy (relational ambition, relational posture, organization of customer relationship activities, realization of benchmark / strategic studies, etc.)
• Definition and optimization of omnichannel customer journeys
• Selfcarization of their relational devices
• Support for the opening of new relational channels (chat, visio, bot, etc.) and deployment of these solutions
• Define outsourcing strategy
• Improve operational models (operational excellence, optimization of productivity, optimization of commercial performance,…)
• Redesign / optimization of commercial acquisition systems
• Implement Voice of the Customer program

• Contribute to our business development actions
• Participate in actions to develop the notoriety of the firm (speaking out, participation in industry events, etc.)
• Participate in the 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 and/or engineering school with at ~2+ years of experience in a management/strategy consulting firm, a Global System Integrator, and/or in Big 4 firms.
• Ideally experience in one of the following industries: customer experience topics (strategy/operations), retail and/or Travel industry, CX tech projects
• Appetite for customer experience issues
• Analytical skills
• Business sense assuming the ability to develop storytelling and insights
• English & French required
• Work thoughtfulness
• Curiosity encouraging to understand beyond the obvious or assertions

More to know :

• The head office is in the 17th arrondissement of Paris, most of our missions are carried out from our premises.
• Access to a gym, restaurant ticket card
• Telework agreement 2 days a week

Location:

FRA Paris - 3 rue d'Heliopolis

Language Requirements:

Time Type:

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Location: Paris, FR

Posted Date: 11/18/2024