Senior Analyst - BCG Vantage, Marketing, Sales & Pricing
About The Position
As a Senior Analyst – BCG Vantage within BCG's Operations and Marketing, Sales and Pricing Practice Areas you will work in a growing global team, providing industry/functional expertise and insights whilst working together with case and proposal teams to provide knowledge assets, analysis and expert advisory. You’ll serve as a thought partner and content expert to case teams and topic/sector leaders, helping structure and solve complex issues. You will support commercialization efforts for the Customer Services topic working, in conjunction with business leaders, through contributing analysis and insights to proposals, client workshops and marketing materials. Additionally, as a Senior Analyst – BCG Vantage, you will contribute to developing intellectual property & assets for the business and assist in onboarding and training junior colleagues based on your topic/sector expertise. The Customer Services and Contact Centers Topic Area is an expert network of knowledge team members and experienced consultants who help clients on specific cases related to typical contact center and customer service improvement levers (e.g., waste contact reduction, handling time optimization, digital migration, productivity improvement, queuing logics, IVR optimization, etc.). You will have substantive experience using technology and process innovation in Customer Service and Contact Centers. In addition, expertise in developing a strategy, managing demand, deploying capacity, enable talent, and adopting new ways of working.
Requirements
- 2+ years of consulting experience in relevant with relevance to Customer Service and Contact Centers; candidates with consulting experience preferred
- In lieu of consulting experience, 3+ years minimum industry experience required; 4-6+ years of industry experience strongly preferred.
- Ideally experience in big Contact Center (>5,000 FTEs) transformations/operations with a major service provider / brand (e.g. retail bank, telecoms provider, utility, airline,…), Or, relevant tech firm (Zendesk, Nice, Qualtrics) doing product management and / or product marketing.
- Experience with a combination of technology (RPA, AI), operations and people challenges
- Bachelor's Degree required
- Fluency in English
- Strong business acumen and problem-solving capabilities
- Strong written and verbal communication skills
Nice To Haves
- advanced degree preferred
- advanced degree preferred
Responsibilities
- Providing industry/functional expertise and insights whilst working together with case and proposal teams to provide knowledge assets, analysis and expert advisory.
- Serving as a thought partner and content expert to case teams and topic/sector leaders, helping structure and solve complex issues.
- Supporting commercialization efforts for the Customer Services topic working, in conjunction with business leaders, through contributing analysis and insights to proposals, client workshops and marketing materials.
- Contributing to developing intellectual property & assets for the business.
- Assisting in onboarding and training junior colleagues based on your topic/sector expertise.
- Solving client problems through formulating relevant research and/or analytical approaches in your area of expertise, namely Customer Service and Contact Centers.
- 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.
- Working collaboratively and effectively in a group dynamic often virtual, proficient in agile ways of working.
- Being flexible and bringing a curious and creative mindset, open to new things and able to propose innovative ideas.
- Navigating complexity and ambiguity.
Benefits
- Zero dollar ($0) health insurance premiums for BCG employees, spouses, and children
- Low $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugs
- Dental coverage, including up to $5,000 in orthodontia benefits
- Vision insurance with coverage for both glasses and contact lenses annually
- Reimbursement for gym memberships and other fitness activities
- Fully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) plan
- Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement
- Generous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month)
- Paid sick time on an as needed basis
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What This Job Offers
Job Type
Full-time
Career Level
Senior
