Strategic Customer Service Expert

Job Description

As a senior analyst, you will work on complex issues related to customer service and contact centers. You will provide industry / functional expertise and insights to case teams and topic / sector leaders.

Key responsibilities include :

• Conducting call center data analysis to assess drivers of demand and performance
• Identifying digital service and AI optimization levers to improve operational efficiency
• Defining contact center improvement business cases and delivery plans
• Communicating with case teams and stakeholders, in a credible and confident way

Required Skills and Qualifications

The ideal candidate will have 2+ years of consulting experience in relevant fields or 3+ years minimum industry experience. They should also have experience working with technology (RPA, AI) and operations and people challenges. A bachelor's degree is required (advanced degree preferred). Fluency in English is essential; German language proficiency is a plus.

Benefits

As a senior analyst at BCG Vantage, you will collaborate with global topic leads and colleagues across BCG to bring expertise and capabilities to the service of our internal and external clients.