CX (Customer Experience) Consultant

Job Location: Bangalore, Belgaum

Experience (2-4 years)

OVERVIEW

Reciproci, the globally renowned Customer Experience Platform is seeking those who want to make a career in this CX (Customer Experience) consulting. You need to believe that through technology, you can impact any Consumer Facing businesses. You should enjoy working hard and learning new things every day. You will be trained in this exciting profile, paid internship stipend and offered a role upon completion of the internship program.

Education

We are fine with any Bachelors or Master’s Degree but prefer the below:

  • BE – CS/IS/IT
  • BCA
  • BBA
  • MBA / PGDM (Post graduation with a Business degree over technical graduation degree would be a better combination for us)

Must have knowledge of web applications, mobile apps, cloud technologies, software development, security, user experience, user interface.

PROJECT RELATED COMPETENCIES

  • You will create a product onboarding battery assessment and scorecard for three different constituencies
  • Certification of CX associates – Expert level
  • Refresh of existing CX associates – Expert level
  • All newly onboarded associates to test their understanding of the product features and messaging
  • You will refine the KPIs of this team, socialise them, capture them and give recommendations to improve them
  • You will audit our CX processes and make recommendations for improvements
  • You will create a customer communication kit around AREM framework
  • Distill the outputs of focus groups, external research, and qualitative and quantitative data to create a compelling story that shows opportunity gaps in products, processes, and service
  • Using the framework of ‘empathize, design and deliver’ you will create and lead cross-functional CX workshops that include design thinking, persona creation, journey mapping and prototyping
  • Working alongside the Journey Leads, you will establish yourself as an SME and create alignment with key stakeholders on tactics to improve the CX
  • Autonomously investigate and pursue solutions to CX problems in the form of test-kitchens, process changes, technology improvements and behavioral solutions that will drive customers to use digital channels
  • Manage a portfolio of workstreams from one or more customer journeys
  • Be a persuasive storyteller across the organization to activate people to change what they do and how they do it
  • Cultivate an environment aligned to our values and supports belonging, inclusion, and respect
  • Passionate customer advocate with more than 2 years in a CX or other customer-centric role
  • Proven experience with Customer Experience Design processes and tools, including design thinking, persona creation, prototyping and journey mapping
  • Must have the ability to craft powerful PowerPoint presentations that are visually pleasing and tell a cohesive story based on strategy, insights, and data
  • CX maturity; you understand the relationship between near term and longer-term goals to build iterative solutions
  • Ability to influence others by creating an understanding of a shared goal and secure ongoing collaboration
  • Confidence and tact to push back on decisions that impede progress or are misaligned with CX goals
  • Take initiative to do more than just what is asked and have a sense of urgency to achieve objectives
  • Effective at balancing competing priorities and projects across multiple customer journeys
  • Excited about being part of a team that is committed to one another’s success and growth
  • Assists in enforcement of project deadlines and schedules.
  • Takes input from the supervisor and appropriately and accurately applies comments/feedback.
  • Understands the necessity of project standards and apply them consistently.
  • Develops internal and external meeting objectives and agendas.
  • Prioritizes multiple tasks effectively.
  • Understands the components of running a fiscally successful project.

CORE COMPETENCIES

  • Accurately prepare written business correspondence that is coherent, grammatically correct, effective, professional and engaging.
  • Understands basic Internet and client/server architectures, mobile and cloud technologies
  • Efficient with MS office tools, Project management tools like Jira, a basic understanding of multimedia tools.
  • Understands how various issues affect each other and the outcome of projects. Is outward-looking for solutions effectively bringing in best practices from other industries.

PROFESSIONAL QUALITIES

  • Follows through with commitments and fosters mutual trust with fellow Innovators.
  • Assumes additional responsibility without being asked.
  • Encourages fellow team members to make innovative contributions and embrace new ideas.
  • Proactively initiates, develops, and maintains effective working relationships with team members.
  • Recognizes the strengths and weaknesses of each team member.
  • Demonstrates the ability to cooperate with a variety of people and achieve results.
  • Anticipates client needs before they arise and presents solutions to project management that encompass issues at hand.
  • Understands expectations that were set with the client and recognizes when issues/events may affect delivery.

    Business Consultant

    Experience (2-4 years)

    OVERVIEW

    We are hiring a resource with experience working as a Business Consultant. This resource will be part of the business team that is responsible for Business analysis, presales and project management/delivery. Considering the resource’s strengths, he/she will be made a champion for one focus area and contribute towards others. The resource should have worked on a minimum of two enterprise-class solutions. The resource will be expected to work on (but not limited to) BFSI, Travel, Media, Healthcare, Auto and Retail industries.

    Education  

    We are fine with any Bachelors or Master’s Degree but prefer the below:

    • BE – CS/IS/IT
    • BCA
    • BBA
    • MBA / PGDM (Post graduation with a Business degree over technical graduation degree would be a better combination for us)

    Must have knowledge of web applications, mobile apps, cloud technologies, software development, security, user experience, user interface.

    PROJECT RELATED COMPETENCIES

    Analysis and Solution Definition

    • Understands client organization’s direction, structure, and requirements.
    • Analyzes and document required information in the form of user stories.
    • Prepares requirements, specifications, business processes and recommendations.

    Technical Recommendation

    • Understands technical design specifications.
    • Identifies and documents system deficiencies and recommends solutions.

    Project Execution

    • Assists in enforcement of project deadlines and schedules.
    • Takes input from the supervisor and appropriately and accurately applies comments/feedback.
    • Understands the necessity of project standards and apply them consistently.
    • Develops internal and external meeting objectives and agendas.
    • Prioritizes multiple tasks effectively.
    • Understands the components of running a fiscally successful project.

    PRE- SALES

    • Conduct sales presentations
    • Develop sales proposals
    • Prepare solutions and product collaterals (datasheets, market information, presentations)
    • Prepare and present product demonstrations

    CORE COMPETENCIES

    Communication

    • Accurately prepare written business correspondence that is coherent, grammatically correct, effective, professional and engaging.

    Technical Understanding

    • Understands basic Internet and client/server architectures, mobile and cloud technologies

    Tools

    • Efficient with MS office tools, Project management tools like Jira, a basic understanding of multimedia tools.

    Problem Solving

    • Understands how various issues affect each other and the outcome of projects. Is outward-looking for solutions effectively bringing in best practices from other industries.

    PROFESSIONAL QUALITIES

    Leadership

    • Follows through with commitments and fosters mutual trust with fellow Innovators.
    • Assumes additional responsibility without being asked.
    • Encourages fellow team members to make innovative contributions and embrace new ideas.

    Teamwork

    • Proactively initiates, develops, and maintains effective working relationships with team members.
    • Recognizes the strengths and weaknesses of each team member.
    • Demonstrates the ability to cooperate with a variety of people and achieve results.

    Client management

    • Anticipates client needs before they arise and presents solutions to project management that encompass issues at hand.
    • Understands expectations that were set with the client and recognizes when issues/events may affect delivery.