Senior Customer Experience Consultant

Posted Apr 1

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital seeks a Senior Customer Experience Consultant to join our Customer Experience Transformation (CXT) practice! This is a 100% remote opportunity!

As a leading consultancy in customer experience and business transformation, we at TTEC Digital are dedicated to helping our clients elevate their customer service and experience strategies to new heights. With a global presence and a commitment to excellence, we serve clients across various industries, providing tailored solutions that drive customer satisfaction, loyalty, and business growth.

In this role, you will play a pivotal part in our CXT (Customer Experience Transformation) practice, collaborating closely with internal and client project teams. Your primary focus will be on providing expert advisory services in customer service and customer experience, ensuring projects adhere to best practices, and delivering impactful results that exceed client expectations.

What you'll be doing:

  • Serve as a trusted advisor to clients, providing expert guidance on customer service and customer experience strategies in contact center operations and CX technology.
  • Serve as Program Managers to drive project success, including budget administration, financial assessment, and performance analysis.
  • Design, implement and optimize automation and ML tools in the CCaaS CRM, WFM, QA, KM and/or BI tools we will experience at each client’s unique IT infrastructure
  • Cultivate strong relationships with clients and partners, delivering timely and accurate deliverables that inspire confidence and trust.
  • Responsible for project management efforts, ensuring timelines and objectives are met with precision and efficiency.
  • Design, Test & Implement process improvement initiatives to enhance project delivery processes and procedures.
  • Host and facilitate cross-functional teams to maximize capacity and utilization, driving operational excellence and efficiency.
  • Support revenue growth by developing recommendations for follow-on services on projects already landed and in delivery, leveraging client management and interpersonal skills.
  • Contribute to internal thought leadership content development.

Competencies:

  • The Senior Manager, Customer Experience Consulting needs to possess the following competencies to be successful in this role:
  • Individual: This person should possess strong interpersonal skills, have high energy and enthusiasm, demonstrate integrity and honesty, and be flexible, results oriented, and resourceful. They should also possess creative problem-solving abilities, deal effectively with difficult situations, and effectively prioritize their work. They should embody a coaching spirit and be willing to help all team members as needed, and as directed by their manager.
  • Leadership: The Senior Manager should possess the skillsets and expertise necessary to gain credibility both internally and externally. They should be an effective motivator and provide leadership to a team with diverse leadership and management needs. They should also be comfortable working with a diverse customer base, skillfully manage conflict, and maintain a positive attitude in all interactions.
  • Operations: This individual should have the ability to manage multiple projects, products, and outputs related to the consultancy’s daily operations. They should perform all tasks at hand in a customer friendly manner while utilizing time and resources efficiently and effectively.
  • Technical: The Senior Manager should be comfortable and able to understand and communicate technical concepts relevant to contact center technology and operations.

What you'll bring:

  • Bachelor's Degree preferred
  • Minimum of 4 years of practical experience supporting the execution of successful CX or Operations Excellence projects, preferably in direct customer service or customer experience roles OR
  • Minimum of 4 years of practical experience in the implementation of CX technologies, including elements of project management (PM) and customer success management (CSM) for CCaaS, CRM, WFM, QA, KM and/or BI tools
  • Exceptional communication skills, both verbal and written, with the ability to effectively engage with stakeholders at all levels of the organization
  • Strong analytical, judgment, and problem-solving skills, with a keen eye for detail and a results-driven mindset.
  • Hands-on experience with project management and business tools such as LucidChart, SmartSheet, MS Excel, and MS Project and MS Teams.
  • Proven ability to thrive in a remote, team-oriented, high-demand, and fast-paced environment, delivering high-quality work under tight deadlines.
  • Benefits available to eligible employees include
  • Medical, dental, and vision
  • Tax-advantaged healthcare accounts
  • Financial and income protection benefits
  • Paid time off (PTO) and wellness time off

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About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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