Associate Director, CX Management & Consulting
Company: Concentrix
Location: Saint Paul
Posted on: January 22, 2023
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Job Description:
Job Title:Associate Director, CX Management & ConsultingJob
DescriptionIts all about tapping into sentiment and building an
emotional connection that keeps customers fanatical about our
clients brands. Thats where we come inwe create exceptional
customer engagement, accelerate digital transformation, and deliver
actionable CX (Customer experience) improvements.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.Dimension & Scope:The Associate Director,
Analytic Consulting will lead consulting teams to analyze the
business processes and supporting data of internal and external
clients, assess current performance levels and identify
opportunities for improvement. They will focus on leading detailed
data analysis while maintaining a client focus. This role is
responsible for building client relationships, identifying new
business opportunities, and overseeing the delivery of solutions
that meet or exceed client expectations.The Associate Director,
Analytic Consulting will also possess the leadership aptitude and
ability to oversee multiple simultaneous engagements (2+) on
successful consulting delivery as well as perform day to day people
management.Principal Duties and Responsibilities:Shape and Deliver
ProjectsLead multiple, simultaneous consulting engagements with
clients on business operations and performance improvement
initiativesUtilize structured problem-solving skills to develop a
work plan and approach to answer business questions in the defined
timelineOversee the project manager and project team to
successfully complete all phases of a data analysis project on-time
and on-budget, including, but not limited to: Planning, Data
Collection, Data Cleansing, Analysis and Recommending
SolutionsDevelop new insights and understanding of business
performance based on data and statistical methodsAnalyze external
markets dynamics and multiple large data sources to assess trends
and develop actionable insightsLead high performance teams to
deliver quality analysis, thought capital, and clear data driven
recommendations bounded by options and risk scenariosManage
contract, timeline, budget and all deliverables for internal or
external client projectsClient Engagement ManagementBuild, manage,
and sustain strong relationships with internal and external
clientsDeliver consultative recommendations to clients by drawing
from information captured from the Concentrix Analytic Consulting
team, prior experience and knowledge of critical processes and
industry acumenInterface with key client stakeholders and
effectively navigate difficult issues and project risksManage
multiple engagements simultaneouslyPractice Building and Team
ManagementResponsible for communicating priorities to team members
and overseeing execution of projectsHelp to foster relationships
with program stakeholders. Support managers across multiple
engagements with program management and governance. Support the
collaboration across multi-functional groups internally at
Concentrix and within the client's organization successfully.
Provide input around the strategic direction of the program.People
management; provide coaching, mentoring and day to day management
to individual contributors and consulting managers. Second line
manager, may include management of managers.Conduct annual
performance reviews and provide feedback in an ongoing manner for
team membersLead practice building activities (e.g., recruiting,
pre-sales, marketing material and thought leadership
development)Support consulting business development and provide
expertise in areas such as strategic development, analytics and
process improvement and effectivenessEducation & Professional
Certifications:Bachelor's degree in related field from a four-year
college or university with ten or more years of related consulting
or analytical experience; orEquivalent combination of education and
experienceCandidate Profile:Demonstrated ability to guide and
manage large-scale business transformation projects and associated
customer relationshipsEffective communicator with proven ability to
influence clients and enable change managementDevelopment of growth
and/or business strategies based upon analysis of the customer
experienceExperience supervising team members by providing
project-specific direction, guidance on consulting capabilities and
ongoing professional developmentStrong problem-solving, analytical
and quantitative skillsResults orientation / self-directed --
ability to drive change in unstructured environmentAbility to
effectively structure problems, solutions and influence clients to
purchase servicesPlan and manage multiple simultaneous large,
complex project teamsDevelop and structure key components of client
deliverables (ROI Analysis, statistical analysis, strategic
assessments, communications, business process mapping, etc.)Ability
to work and lead others in ambiguous situationsRecognized as an
expert in consulting field, knowledgeable of emerging trends and
industry best practicesAdvanced knowledge of a data analysis
methodology, desired Green or Black Belt Six Sigma
certificationMinimum 10 years experience in consulting, customer
relationship management, analytical analysis and/or statistical
analysisSolid understanding of contact centers and self-service
channelsMust have proficiency with various software programs
including Microsoft Office applications, especially Microsoft Excel
and PowerPointExcellent written communication skills and oral
presentation skillsThe above statements are intended to describe
the general nature and level of work being performed by people
assigned to this job. They are not intended to be an exhaustive
list of all responsibilities, duties and skills required of
personnel so classifiedLocation:USA, AZ, Work-at-HomeLanguage
Requirements:Time Type:Full timeMission:We will be the greatest
customer engagement services company in the world, rich in
diversity and talent. We will get there by embracing our
culture.About Concentrix:Were a company like no other. We are
fanatical about our staff and are constantly helping them grow and
achieve their career goals. We are a global workplace that offers
YOU infinite possibilities!Company Overview:In a world full of
average, we stand out. We believe experience is everything. Period.
To achieve outstanding results, were disrupting the market by being
absolutely obsessed with making our clients businesses better. We
bring together the brightest and most creative minds in business,
cutting-edge technology solutions, proven design thinking expertise
and exceptional customer experience centers. Our clients notice the
difference too in increased customer loyalty, improved business
performance and differentiation in their markets. As a diverse,
global organization, we have unconventionally fresh ideas and
deliver extraordinary customer experiences for more than 450 of the
worlds best brands. Concentrix. A passionate company powered by
passionate people.Concentrix CVG Corporation
isanEEO/AA/M/F/Vet/DisabilityEmployer.
Keywords: Concentrix, St. Paul , Associate Director, CX Management & Consulting, Executive , Saint Paul, Minnesota
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