Senior Knowledge Analyst- AI-driven Customer Management

WHAT YOU'LL DO
BCG Deep AI enables hyperpersonalized, end-to-end customer management at scale - predicting customer behaviour to deliver real-time cross-sell / up-sell recommendations, automated next best action, and dynamic pricing.

As a Senior Knowledge Analyst (SKA) on our Deep AI team you will partner with business leaders and client consulting teams to support sales and delivery of AI-driven Customer Management programs.

You will will play an important role in the evolution of BCG's AI products and Customer Management use cases, conducting research on latest trends and innovations. And, you will create original thought leadership - building an arsenal of playbooks, case studies, trend insights, and editorial content to enable go-to-market and client consulting.

Further, your expertise will see you engaged on live client engagements, conducting situational analyses and deploying diagnostic methods to scope use cases to suit clients' unique needs. And, throughout the client engagement, you will play an important role in upskilling teams - sharing best practices to enable AI-driven Customer excellence at scale.

To succeed in this role you will need to demonstrate expertise and advanced knowledge of emerging AI trends - and how they are driving customer and commercial impact. You will be experienced conducting research and analysis to deliver market insight, thought leadership, and client bespoke reports. And, you will have prior experience in consulting or technology pre-sales where you were involved in scoping client solutions, identifying use cases, and defining target customer experiences / business requirements.

Deep AI is a priority growth area for BCG and this role will suit people with a passion for cutting-edge technology. If you are looking for a role at the intersection of thought leadership, client consulting, and sales enablement - please get in touch!

YOU'RE GOOD AT

Partnering with sales and client consulting teams to support go-to-market, use case definition, and target customer experience / business requirements analysis

Supporting client engagement to co-create AI-driven strategies to optimize customer acquisition, retention, and lifetime value

Conducting analyses to deliver insights on competitors, best practices, and emerging AI / Technology trends

Codifying client playbooks, best practices, and case studies to enable sales and client consulting teams

Delivering client-specific reports, with experience across a range of sectors - Retail, Banking, Telecoms, Consumer Products, Energy, etc.

Creating thought leadership perspectives on customer experience technology, generative AI, personalization, dynamic pricing, and marketing automation, etc.

YOU BRING (EXPERIENCE & QUALIFICATIONS)

1-2+ years in Management Consulting or Technology Pre-Sales, with deep understanding of AI and Customer Management solutions

In lieu of consulting experience, 3-6+ years Product Management experience in industry, specializing in AI & Customer Management products

Experience creating presentations and business case analyses for Executive audiences on the commercial potential of AI & Customer Management solutions

Experience scoping AI & Customer Management use cases, defining target customer experiences and business requirements

Bachelor's Degree required (advanced degree preferred)

Fluency in English

As a Topic Activation KT, you will work BCG Managing Directors, Partners, Project Leaders, and Consultants to support sales and client delivery. Between client proposals and project staffings, you will support business leadership to evolve our offering and create new intellectual property on the latest trends, best practices, and innovations in relation to AI-driven Customer Management.

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The Knowledge Team (KT) is a group of functional and/or industry experts leveraging deep domain knowledge to enable insight for case teams and clients. KT members are affiliated to BCG Practice Areas, plugged into the strategic agenda and building and deploying leading edge IP data tools/assets to deliver insight.

BCG's Knowledge Team members have the opportunity to be staffed on cases and help co-create insights with case teams and clients through expert perspectives on industry trends, delivery of proprietary data or tools in a particular function and complex research and analysis of market information. KT members also support the PA's business development and proposals and help to organize and codify the knowledge that enables BCG to deliver superior business value for its clients.