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.