Process Improvement Consultant (Analytics & CX)

About the role

We are looking for a Process Improvement Consultant to join Concentrix’s offshore Analytics practice in the ANZ region. The role sits at the intersection of analytics, customer experience and call‑centre operations, helping clients identify and solve complex problems through process redesign, journey mapping and data‑driven insights.

Key responsibilities

• Lead end‑to‑end analytical engagements across call‑centre operations, from problem definition to recommendation delivery.
• Engage directly with client stakeholders to understand strategic and operational priorities, present findings and build trusted advisory relationships.
• Collaborate with the analytics team to ensure outputs align with customer priorities, balancing quantitative and qualitative insights.
• Develop strategic recommendations grounded in data, journey maps and process blueprints.
• Facilitate stakeholder workshops, communicate improvement plans and support implementation of approved solutions.

Required profile

• Proven experience in consulting or analytics within a contact‑centre or customer‑experience environment.
• Strong stakeholder‑management and communication abilities.
• Ability to translate complex data into clear, actionable recommendations.
• Basic consulting acumen and a passion for continuous improvement.

Required skills

What we offer

• Opportunity to work with a global technology and services leader.
• Exposure to cutting‑edge analytics and customer‑experience projects.
• Collaborative environment with award‑winning company culture.