Experienced Customer Experience Transformation Consultant – Digital Business Services Innovation and Growth

Introduction to Teleperformance

Teleperformance is a global, digital business services company that delivers the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways. With a presence in over 80 countries and a team of 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. We are committed to providing exceptional customer experiences and driving business growth through innovation and technology.

Job Overview

We are seeking an innovative and insightful Customer Experience Transformation 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, offering the flexibility and autonomy to work remotely and manage your schedule effectively.

Key Responsibilities

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

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in Business Administration, Marketing, Communication, or a related field.
• A 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, and the ability to interpret complex data and provide actionable insights.
• Demonstrated ability to effectively manage projects and lead cross-functional teams, with excellent communication, interpersonal, and presentation skills.
• Experience in designing and implementing tailored customer experience and pre-sales strategies, with a strong understanding of the customer experience landscape and industry trends.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Certification in Customer Experience (CCXP) or a related field, demonstrating a commitment to ongoing learning and professional development.
• Experience with sales enablement tools and methodologies, and the ability to leverage technology to drive business growth and customer engagement.
• Bilingual abilities, which would be highly advantageous in a global company like Teleperformance, and enable you to communicate effectively with clients and colleagues from diverse backgrounds.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Strategic thinking: the ability to think critically and strategically, and develop innovative solutions to complex business problems.
• Communication skills: excellent communication, interpersonal, and presentation skills, with the ability to communicate complex ideas and insights effectively to clients and stakeholders.
• Collaboration and teamwork: the ability to work effectively in a team environment, and collaborate with cross-functional teams to achieve business objectives.
• Problem-solving and analysis: strong analytical skills, with the ability to interpret complex data and provide actionable insights and recommendations.
• Adaptability and flexibility: the ability to adapt to changing business needs and priorities, and work effectively in a fast-paced and dynamic environment.

Career Growth Opportunities and Learning Benefits

At Teleperformance, we are committed to providing our employees with opportunities for career growth and development, and supporting their ongoing learning and professional development. As a Customer Experience Transformation Consultant, you will have access to:

• Training and development programs: ongoing training and development programs, designed to enhance your skills and knowledge and support your career growth and advancement.
• Mentorship and coaching: mentorship and coaching from experienced professionals, who can provide guidance and support and help you achieve your career goals.
• Cross-functional opportunities: opportunities to work on cross-functional projects and collaborate with teams from different departments and functions, broadening your knowledge and experience and developing your skills and expertise.
• Global opportunities: opportunities to work on global projects and collaborate with teams from different countries and cultures, developing your skills and expertise and broadening your knowledge and experience.

Work Environment and Company Culture

At Teleperformance, we are committed to providing a work environment that is conducive to happiness and a healthy work-life balance. Our company culture is built on the following values:

• Inclusion and diversity: we believe that a diverse and inclusive workplace is essential for driving innovation and business growth, and we are committed to creating a culture that values and respects diversity and promotes inclusion.
• Employee wellness and engagement: we believe that happy and healthy employees are more productive, creative, and engaged, and we are committed to providing a range of programs and initiatives to support employee wellness and engagement.
• Collaboration and teamwork: we believe that collaboration and teamwork are essential for driving business growth and achieving our goals, and we are committed to creating a culture that values and promotes collaboration and teamwork.
• Innovation and continuous improvement: we believe that innovation and continuous improvement are essential for driving business growth and staying ahead of the competition, and we are committed to creating a culture that values and promotes innovation and continuous improvement.

Compensation, Perks, and Benefits

As a Customer Experience Transformation Consultant at Teleperformance, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive salary: a competitive salary that reflects your skills, experience, and qualifications.
• Benefits package: a comprehensive benefits package, including medical, dental, vision, 401k, and more.
• Paid time off: paid time off, including vacation days, sick leave, and holidays.
• Employee wellness and engagement programs: a range of programs and initiatives to support employee wellness and engagement, including fitness classes, mental health support, and social events.
• Opportunities for career growth and development: opportunities for career growth and development, including training and development programs, mentorship and coaching, and cross-functional opportunities.

Conclusion

If you are a motivated and experienced customer experience professional, looking for a new challenge and opportunity to grow your career, we encourage you to apply for this exciting role. As a Customer Experience Transformation Consultant at Teleperformance, you will have the opportunity to work with a global team of professionals, drive business growth and customer engagement, and develop your skills and expertise in a fast-paced and dynamic environment. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now!

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