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Associate Director, CX Management & Consulting

Company: Concentrix
Location: Saint Paul
Posted on: January 22, 2023

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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