Consulting Manager

• Act as a CX champion in engaging clients and internal organization to improve customer experience
• Lead new business opportunities for CX by building relationship with Sales Leads in Qualtrics and within Merkle & Dentsu
• Manage and grow key clients across US region through design and delivery of impactful CX programs
• Develop CX strategy and roadmap including voice of customer feedback system for clients across sectors and across regions
• Advise clients in improving their customer experience by recommending and providing point of view on customer listening systems – gathering customer insights, driving ROI, optimizing customer touchpoints and channels
• Lead CX improvement projects and initiatives that positively transform the client’s end- to-end experience

Job Description:

• Overall, 10 years’ experience with minimum 7 to 8 years of CX practitioner/manager/consulting experience managing CX programs and/or delivering CX consulting services
• Has a strong understanding of good research methodology, survey design and data analysis
• Must have Executive Presence. Strong decision-making, problem-solving skills, writing and presentation skills
• Ability to work independently and with a team consisting of executives, project stakeholders and project team members
• Ability to work effectively with people at all levels in an organization – c-suite to operational leaders to frontline employees
• Consultative and relationship builder who can quickly understand client needs and requirements
• Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority.
• Effective communication of complex ideas both verbally and in writing
• Exceptional analytical and problem-solving skills
• CCXP certification preferred
• Qualtrics experience preferred
• Proven track record driving positive change in a complex environment; exceptional change management skills
• Understands and can teach CX methods and tools
• Comfortable with fluidity/changes in responsibilities across projects Design and improve experiences for our CX advisory clients.

• Proficient at methodologies like Program assessment, stakeholder interviews, VoC strategy development, VoC survey design, dashboard design, Insights presentation, Key driver analysis. Knowledge of Governance & Prioritization frameworks, RCA is an added advantage.
• Partner with our US strategy team/sales/implementation team to design VoC strategy, design & implementation plans. Knowledge of secondary research will be an added advantage
• Handle logistics for VoC strategy, design & implementation projects, including maintaining organization and timelines among the internal team, scheduling, and planning research engagements, checking data (with the ability and desire to learn how to manage both “up” and “down”).
• Proficient in understanding dashboard widgets and creating insights summary/PPT for client stakeholders.
• Play a supporting role for clients on projects and maintain comprehensive notes.
• Assist with report creation, including writing, analysis, chart and table creation in Excel or PowerPoint.
• Lead the write-ups of survey questionnaires, writing questions that use clear phrasing and uphold Qualtrics and industry-standard methodologies.
• Be able to effectively problem solve logistical issues and adjust on the fly. Identify issues and suggest solutions on how to make projects run more smoothly.
• Bachelor's degree or higher in business strategy, design & implementation
• 8 - 10 years’ experience within the VoC strategy, design & implementation industry
• Lead and successfully deliver bespoke research solutions to clients throughout the entire project lifecycle (methodology, design & analysis)
• Knowledge with Qualtrics XM platform (a plus point)
• Experience with VoC strategy projects conducted within US regions.
• Technical aptitude and proficiency in tools like PPT, Excel, Qualtrics platform
• Analytical thinking, logical reasoning skills, and creative intelligence are essential.

Success Criteria:

• You are an experienced and motivated leader in VoC strategy, design & implementation. In this role, we need you to be naturally curious and have a passion for understanding client problem statements, VoC trends. A high level of motivation and excellent communication skills are required to handle an incredibly diverse slate of work, clients, and team personalities. Flexibility to work on multiple projects, a natural aptitude for organization and deliverable creation are equally important in this fast-paced environment.
• You have a passion for cross functional collaboration and combining different types of data, learnings & insights.
• You can deliver amidst the dynamic nature of workload and pace inherent in a client service business. You should have very strong Excel and PowerPoint skills, and can run basic statistical analyses, display the creativity needed for writing effective questionnaires, and be very comfortable multi-tasking.
• You are academically qualified, have at least 8 to 10 years’ experience within a market research capacity.  You have strong personal accountability, work ethic and a positive, “can do” attitude. There is tremendous growth potential in our rapidly growing company and we’re looking for eager people up for the challenge!
• You should be comfortable to work with clients in the US region with a partial overlap with the EST time zone.

Location:

Bangalore

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent