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Consultant Customer Experience

  • Full Time
  •  On-Site - Delhi / NCR
  • 3 months
  • Project posted on: 24/11/2025
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Consultant Customer Experience

  • Service Operations and Delivery
  • Frontline customer engagement
  • Delivery Lead
  • Key account management

On-Site - Delhi / NCR

Full Time

3 months

 24/11/2025

Assignment Details

Our client, a leading global academic publisher and educational content provider, is looking for for an independent consultant who can deliver the following responsibilities : 

 

As the leader of Customer Experience, you will be responsible for overseeing all aspects of data

management, ensuring data quality and integrity, and harnessing the power of data to develop data-driven strategies.

 

  • Planning and strategizing the objective of customer service department in accordance with the Management/business short-term and long-term requirements.
  • Contribute in business decision making by critically reviewing the number and data. Develop,assess, and implement operational policy and framework
  • Developing and customer services obsessed team with an understanding of business and internal/external customer requirements.
  • Adopting and embedding the industries best practices, leverage technologies and working towards achieving the industries benchmark.
  • Act as key advisor on resource enhancement and operational policy, providing guidance, education, and training. Identifying talent and nurturing it.
  • Do annual budgeting for the department. Assume full responsibility of the customer service as cost center. Effectively work on cost transformation like manpower cost, inventory carrying cost and vendor cost. 
  • Foster a culture of continual improvement in the team, operational process adopted by the department has to be leaned. Work with management to drive new or improved services, procedures and ideas.
  • Developing KPI to measure department performance objectively, agreeing and meeting different SLA’s to cater services to internal and external customer.
  • Be a voice of the customer to the management, interprets the feedback, organize, tabulate and analyze survey results and presents finding to management.
  • Administrating the team with the help of department Managers/Deputy manager, ensuring the companies code of conduct is followed. 

Skills Required

  • Knowledge of data security and privacy regulations is a plus.
  • Minimum 15 years out which minimum 5 years of proven experience in leading and delivering business transformation projects within the BPM space
  • Solid understanding of BPM methodologies, tools and technologies
  •  Good knowledge of complex business processes across various industries, with a strong focus on operational efficiency and cost optimization
  • Excellent analytical and problem-solving skills, with the ability to analyse data, identify trends, and translate insights into actionable solutions.
  • Exceptional Communication presentation, and interpersonal skills, enabling effective collaboration with diverse stakeholders.
  • Proven Track record of successful project management, demonstrate strong organizational, planning and execution capabilities.
  • Must be detailed oriented and highly organised
  • Proven track record of using sound judgement in problem solving and decision making
  • Demonstrate effective leadership skills, ability to coach and mentor the team.
  • Excellent Prioritisation, time management skills. Independent self-starter with a goal-driven attitude
  • Proven ability to lead and manage multiple projects through to completion with minimal supervision
  • Ability to work with multiple levels of management internally and with customers
  • Assertive, resourceful and willingness to follow company policies/guidelines
  • Ability to accommodate and assist customers while working within company guidelines.
  • Ability to design, develop, update and deliver training and quality control programs and materials for employees and managers
  • Ability to handle escalated issues to diffuse concerns through verbal and written messages.

About the Client

A leading global academic publisher and educational content provider

Industry

Professional Services - Consulting, BPO & KPO Services

Experience Required:

15+ years

Additional Skills:

  • Customer Experience
  • Lead Delivery
  • SOP Planning
  • Customer Success
  • Business Process Management
  • Customer Engagement

No of open positions:

1

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