Customer Experience Transformation Consultant

May 11, 2024

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Job Description

Overview

About TP…

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include
? Paid Training
? Competitive Wages
? Full Benefits (Medical, Dental, Vision, 401k and more)
? Paid Time Off
? Employee wellness and engagement program
? Opportunities for career development and professional growth.
? A vibrant, inclusive work environment that fosters innovation and collaboration.
? Flexibility with remote work options.

Purpose

Teleperformance is seeking an innovative and insightful Customer Experience Consultant to elevate both our customer engagement strategies and pre-sales efforts. In this role, you will support the delivery of pivotal pre-sales initiatives such as targeted assessments, process analysis & benchmarking, customer journey mapping, mystery shopping and other tools providing critical insights and solutions recommendations needed to elevate existing proposals or capture client attention as we highlight key TP services and capabilities.

This position is 100% work at home.
Responsibilities

Your Responsibilities
? Collaborate with the sales and marketing teams to provide pre-sales support, including solution demonstrations and proposal preparations.
? Lead/Design specialized assessments to surface pain-points and opportunities within the prospects targeted process, function or customer journey.
? Conduct detailed customer journey mapping to identify key touchpoints and opportunities for improvement as well as provide recommendations across people, process and technology.
? Design and execute CX/Mystery shopping initiatives to assess and improve the customer experience.
? Analyze customer feedback, generate insights and recommend improvements or innovations based on TP’s service and product offerings.
? Work closely with cross-functional teams to benchmark existing client/prospect practices, customer experience strategies and operating models. Provide insights and opportunities for improvement.
? Lead workshops and co-innovation sessions with clients and prospects to surface opportunities for improvement as well as recommended actions aligned to targeted business objectives.
? Assist in the creation and development of a transformation/solutions narrative for targeted clients and prospects.
? Deliver client-facing consulting engagements/assessments independently.
? Assist in achieving regional and global departmental targets related to benefit realization.
Qualifications

Qualifications
? Bachelor’s degree in Business Administration, Marketing, Communication, or a related field.
? Minimum of 7 years of experience in customer experience management, process improvement, consulting including roles focused on customer journey mapping and pre-sales support.
? Strong analytical skills with proficiency in data analysis tools.
? Demonstrated ability to effectively manage projects and lead cross-functional teams.
? Excellent communication, interpersonal, and presentation skills.
? Experience in designing and implementing tailored customer experience and pre-sales strategies.

Preferred Qualifications
? Certification in Customer Experience (CCXP) or related field.
? Experience with sales enablement tools and methodologies.
? Bilingual abilities are highly advantageous.

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer
Employment Type: FULL_TIME

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