Sr. Analyst, Customer Experience Consulting

Job Title:

Job Description

Role level: Sr. Analyst, CX Strategy & Analytics

About Us & The Role

Are you passionate about leveraging data, generating compelling and actionable insights that drive business value, and being part of high performing teams? Do you have the desire to be part of a company whose vision is to continuously be the greatest customer engagement services company in the world? Do you want to be part of a company that is rich in Diversity and Talent? Then we have the perfect role for you!

At Concentrix Catalyst, we create exceptional customer engagement, accelerate digital transformation, and deliver actionable customer experience (CX) improvements. We focus on tapping into sentiment and building an emotional connection that keeps customers fanatical about our clients' brands.

Concentrix Catalyst 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 Catalyst is searching for a talented CX Strategy & Analytics Sr. Analyst to support customer experience transformation projects for large clients. You will analyze customer journeys, develop insights from Voice of Customer data, and create recommendations that improve customer experiences. This role requires strong analytical capabilities, customer empathy, attention to detail, and the ability to work independently on consulting projects under managerial guidance.

Essential Functions/Core Responsibilities

• Analyze customer journeys and feedback data to identify friction points and improvement opportunities
• Conduct Voice of Customer research including survey analysis, interviews, and customer insight synthesis
• Develop consulting deliverables including journey maps, ROI analysis, strategic assessments, and data visualizations
• Support customer experience strategy projects through data analysis and insight generation
• Present findings and recommendations to project teams and stakeholders
• Execute project workstreams independently with manager oversight
• Lead project teams through planning, discovery, analysis, and reporting

Candidate Background & Profile

• Bachelor's degree and 4-6 years of consulting, customer analytics, or customer insights experience
• Experience with Voice of Customer methodologies and CX metrics (NPS, CSAT, CES)
• Strong analytical and quantitative skills with ability to work with large datasets
• Experience developing customer journey maps and strategic assessments
• Proficient in Microsoft Office, especially Excel and PowerPoint
• Familiarity with customer journey mapping tools (Smaply, Miro, Lucidchart) preferred
• Experience in contact centers and self-service channels is a plus
• Strong communicator with ability to present to senior stakeholders
• Team-oriented with focus on contributing to larger project goals
• Initiative-driven, detail-oriented, and comfortable working in ambiguous situations

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