Customer Experience Transformation Consultant - Elevating Client Engagement Strategies through Innovative Pre-Sales Solutions

Transforming Customer Experience with Teleperformance: Join Our Global Team

At Teleperformance, we're not just a company - we're a global movement. As a digital business services leader, we're dedicated to empowering the world's most renowned brands to streamline their operations in meaningful, sustainable ways. With a diverse workforce of over 410,000 passionate individuals speaking more than 300 languages, our global scale and local presence enable us to make a positive impact on our communities, clients, and the environment.

About Our Customer Experience Transformation Consultant Role

We're on the hunt for a visionary Customer Experience Transformation Consultant to revolutionize our customer engagement strategies and pre-sales efforts. As a key member of our team, you'll play a pivotal role in driving pivotal pre-sales initiatives, including targeted assessments, process analysis, customer journey mapping, and mystery shopping. Your expertise will help us craft compelling solutions and recommendations that captivate clients and prospects alike, showcasing the value of our services and capabilities.

Key Responsibilities

• Collaborate with sales and marketing teams to provide pre-sales support, including solution demonstrations and proposal preparations, to drive business growth.
• Design and lead specialized assessments to identify pain-points and opportunities within targeted processes, functions, or customer journeys, providing actionable insights and recommendations.
• Conduct in-depth customer journey mapping to pinpoint key touchpoints and areas for improvement, offering expert guidance on people, process, and technology.
• Develop and execute CX/Mystery shopping initiatives to assess and enhance the customer experience, driving improvements and innovations.
• Analyze customer feedback, generate valuable insights, and recommend enhancements or innovations based on our service and product offerings.
• Work closely with cross-functional teams to benchmark existing client/prospect practices, customer experience strategies, and operating models, providing insights and opportunities for growth.
• Lead workshops and co-innovation sessions with clients and prospects to surface opportunities for improvement and recommended actions aligned with targeted business objectives.
• Assist in crafting a transformation/solutions narrative for targeted clients and prospects, showcasing our expertise and capabilities.
• Deliver client-facing consulting engagements/assessments independently, driving results and exceeding expectations.
• Contribute to achieving regional and global departmental targets related to benefit realization, driving business success.

Essential Qualifications

• Bachelor's degree in Business Administration, Marketing, Communication, or a related field, providing a solid foundation for success.
• 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, demonstrating expertise and a proven track record.
• Strong analytical skills with proficiency in data analysis tools, enabling data-driven decision-making.
• Demonstrated ability to effectively manage projects and lead cross-functional teams, driving results and collaboration.
• Excellent communication, interpersonal, and presentation skills, facilitating effective stakeholder engagement.
• Experience in designing and implementing tailored customer experience and pre-sales strategies, showcasing creativity and innovation.

Preferred Qualifications

• Certification in Customer Experience (CCXP) or a related field, demonstrating expertise and commitment to the field.
• Experience with sales enablement tools and methodologies, enhancing sales effectiveness and efficiency.
• Bilingual abilities, providing a competitive edge in our global marketplace.

What We Offer

At Teleperformance, we're committed to providing a workplace that is conducive to happiness and a healthy work-life balance. Our benefits include:

• Paid Training to enhance your skills and knowledge.
• Competitive Wages that reflect your value and contributions.
• Full Benefits, including Medical, Dental, Vision, 401k, and more, to support your overall well-being.
• Paid Time Off to recharge and pursue your passions.
• Employee wellness and engagement programs to foster a positive, supportive work environment.
• Opportunities for career development and professional growth, empowering you to reach your full potential.
• A vibrant, inclusive work environment that fosters innovation and collaboration, driving creativity and success.
• Flexibility with remote work options, providing work-life balance and flexibility.

Join Our TP Family

At Teleperformance, our mission is to create an environment where our employees feel valued, inspired, and supported, so they can bring their best selves to work every day. We believe that when employees are happy and healthy, they're more productive, creative, and engaged. We're committed to fostering a culture of inclusion and diversity, where everyone feels welcome and valued.

Why You'll Love Working with Us

As a Customer Experience Transformation Consultant at Teleperformance, you'll have the opportunity to drive meaningful change and innovation, working with a talented team of professionals who share your passion for delivering exceptional customer experiences. You'll enjoy a dynamic, supportive work environment that encourages growth, learning, and collaboration. Plus, with our flexible remote work arrangements, you'll have the freedom to work from anywhere, achieving a perfect work-life balance.

Ready to Elevate Your Career?

If you're a motivated, customer-focused professional with a passion for driving business growth and innovation, we want to hear from you. Join our global team as a Customer Experience Transformation Consultant and be part of a dynamic movement that's shaping the future of customer experience. Apply now and take the first step towards a rewarding, challenging career that makes a real difference.

Teleperformance is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace. We welcome applications from candidates of all backgrounds and perspectives.