transformation and proactive solutions ConsultantTTEC

TTEC is a leading global customer experience technology and services company focused on the design, implementation, and delivery of transformative customer experiences for many of the world's most iconic and disruptive brands.
TTEC is seeking a Transformation and Proactive Solutions consultant to support one of our growing verticals. The successful candidate has an opportunity to join a high performing team within a fast-paced and successful department under the Strategic Transformation and Innovation Accelerator (STIA) organization.
This individual must thrive in an ever-changing environment and have a passion for the evolving customer experience ecosystem. This person will work with cross-functional groups such as, but not limited to, operations, analytics, process improvement, quality, sales, product and go-to-market teams to drive innovation to our clients.
In this role you will:
Work closely with assigned industry vertical(s) to provide governance, thought leadership, industry trends and best practices and consulting to proactively improve the customer/employee experience and/or key metrics.
Ability to clearly articulate how services need to change from a customer centric, system and business perspective
Consult with and influence cross-functional teams
Incorporate TTEC services such as automation and messaging into applicable offerings to build a quality pipeline
Assist in identifying new product offerings and the potential clients for those offerings
Identifying how clients can reduce costs of delivery and improve outcomes through re-design of user experience, business processes and better collaboration across systems / addition of digital solutions
Drive learning and education to the organization regarding TTEC services, consulting concepts such as Design Thinking, Innovation, Agile Management and Proactive Solutions Best Practices.
Support contract renewals and RFPs (new and existing logos) with content around Proactive Solutions and use cases that align with client priorities and strategies.
Drive proactive solution activity within assigned vertical to maintain/improve program proactivity scores
Participate in Client facing conversations (inclusive of facilitating client facing workshops) to develop or support Proactive Solution activity ideas to improve CX
Special projects as assigned to support the goals of the organization
Carrying out user research to define and communicate people's needs
Skills Needed:
Assigned industry vertical expertise
Strong user (end customer) focus
Ability to work with internal and external audiences
Contact center and/or customer experience
Ability to translate technical concepts into non-technical language
Strong analytics, problem-solving and technical skills
Ability to convey messages/tell stories using PowerPoint
Digital perspective- Basic knowledge of Digital products such as AI/Bots, Messaging, etc. Preferred experience with TTEC services, pro-active interest to engage with trends in design and available technologies
Project Management experience preferred but not required
Agile/Lean working - awareness of agile and lean methodology and the ways to apply the principle in practice. Six Sigma Black Belt preferred but not required
Design Thinking, UX Research, but not required
Ability to work independently within fast moving environment - bring an optimistic and entrepreneurial attitude to spot and enable new opportunities across our client base (new and existing)
Champion a collaborative and inclusive culture
Expectations:
Will be an individual contributor
Must be available to work various shifts including US hours
Remote position
Travel required from time to time
Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
TTEC

Pampanga
Permanent
Full-time