Consulting Sr. Manager, Customer Experience & Digital (Remote- USA Anywhere)

Job Title:
Consulting Sr. Manager, Customer Experience & Digital (Remote- USA Anywhere)

Job Description
Customer Experience is more important than ever before, and the pace of innovation is only accelerating. We are on the forefront of helping clients deliver a world-class customer experience by providing insights and guidance that combine modern digital capabilities, re-imagined processes, intelligent use of data, and CX centered culture.
Concentrix 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.

Concentrix is searching for a talented Consulting Sr. Manager, CX and Digital Solutions to guide a team through transformation projects for large clients and develop recommendations for improvement related to the project initiative. While no two projects are the same, most project include a combination of data analytics and qualitative research focused on helping clients maximize the value of their technology investments, or make new investments where appropriate. This role requires a high level of creativity, attention to detail, analytic skills, and the leadership aptitude to inspire excellence in others in a matrixed environment. You should be self-sufficient and self-motivated, but also a strong team player. You'll need strong organizational, multitasking and, planning skills as well as a high commitment to quality and outstanding internal and external customer service.
In this role, you will:

• Serve clients across a range of industries to drive impactful business value through improved customer journeys and better customer experiences
• Build trusted client relationships through proactive account management and exceptional project delivery
• Develop an analytic approach, document tasks, and manage timelines for new/existing clients in support of our consulting projects
• Lead a team through analysis of large client data sets and qualitative discovery such as interviews, focus groups, observations, process mapping, workshop facilitation, and review of client documentation and metric
• Partner and coordinate with other Concentrix subject matter experts on everything from IT architecture to frontline staff development (and everything in between) in order to provide clients with the right level of expertise required for each project.
• Develop recommendations for improvements with calculated ROI/impact expectations related to the project initiatives
• Conduct internal and client-facing presentations to provide thought leadership, findings, and recommended changes for improvement
• Partner cross-functionally to translate business needs into new solutions for customers
• Teach others how to derive insights that are not obvious and build recommendations that have a solid financially-driven business case
• Oversee, coach, and directly manage direct reports
• Contribute to practice development such as training, toolkit development, recruiting, and business development.

Skills you'll need:

• Exceptional interpersonal skills with the ability to inspire, motivate, and coordinate teams comprised of a variety of CX disciplines (people, process, and technology)
• Confidently communicate ideas to senior executives as well as internal and external stakeholders
• Be self-motivated, hungry for a challenge with the ability to organize and prioritize complex projects in a fast-paced and deadline-oriented business environment
• Proven project management skills, with the ability to effectively manage multiple work streams concurrently
• Excellent attention to detail
• Enthusiasm for learning, with the ability to apply new concepts, principles, and best practices to unique situations
• Demonstrated ability to guide and manage customer transformation efforts
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen
• Bachelor's degree in related field from a four-year college or university with four to eight years of consulting or analytics experience preferred
• Advanced Microsoft Office skills

#LI-Remote

#NACNX

Location:
USA, CO, Work-at-Home

Language Requirements:

Time Type:
Full time

Benefits:

For Regular and Temporary Employees: Annual bonus based on company performance; healthcare benefits, wellbeing program, dental benefits, vision benefits, flexible spending accounts, health savings accounts, Employee Assistance Program, 401(k), life insurance, accidental death and dismemberment, paid time off, disability insurance, several voluntary benefits; legal, home and auto, accident insurance and hospital indemnity, and holidays.