Customer Experience Business Consultant - 240705

We are seeking a qualified local Supplier to provide professional services for the deployment and ongoing support of the Nice Contact Centre solution for our customer in Israel.

The engagement will include a key role as Customer Experience Business Consultant.

Location: Lod, Israel

Objectives

• Ensure smooth deployment of the solution with dedicated on-site project management.
• Technical and business skills to support project delivery and continuous improvement.
• Provide on-site technical expertise and Level 3 support to maintain service continuity.
• Transition project management responsibilities into ongoing customer success management to ensure adoption, satisfaction, and operational continuity.
• Establish strong collaboration with the relevant central teams at Orange to leverage Orange’s solutions and expertise in addressing customer needs.

Key activities/responsibilities to be performed

The business consultant is responsible to lead the improvement of the customer experience, define the strategy and the roadmap for CX to support the business objectives.

The job description of the business consultant:

• Align with business stakeholders and define the Customer Experience strategy to support the business objectives.
• Provide market insights, best CX practices to consult and advise customer to improve the customer experience.
• Create with the business stakeholders on a roadmap. Align regularly to review and update the roadmap to achieve business objectives.
• Lead business driven innovation. Advise and consultant the customer stakeholders and deliver cutting edge customer experience.
• Identify and measure the CX KPIs. Come up with new use cases to improve the KPIs.
• Translate the business requirements into use cases. Assess the use cases with technical leads to identify the right solutions forward.
• Organise regular workshops and review meetings with customer to assess the CX KPIs and align on the next steps.
• Act as a CX evangelist, inspire internal and external stakeholders.
• Establish a governance model for innovation and improvement. Lead the continuous CX improvements beyond CCaaS.

Requirements:

Education: Communications, Consulting, Information Systems degree is preferred.

Pro. Expertise:

• Expert level knowledge of end-to-end Customer eXperience.
• Hands on experience in designing and optimizing customer journeys.
• Proven experience in business process analysis and optimization.
• Experience in business case creation to reflect, cost reduction, ROI, revenue improvements etc.
• Proven experience in contact center business requirements and use cases.
• Expert level understanding in contact center KPIs.
• Expertise in business-driven innovation methodologies.
• Hands on experience in creating CX strategies aligned with business objectives.
• Proven experience in digital and CX transformation projects.

Technical Systems:

• User level experience with CXOne would be beneficial.

Soft Skills:

• Great communication skills.
• Experience in C-Level meetings and presentations.
• Hands on experience in creating dashboards, reporting using BI tools.

Computer Language:

• Basic understanding of CRM platforms (e.g., Salesforce).
• Basic SQL knowledge for data analysis and reporting.
• Understanding of APIs and how they integrate different systems.

Speak Language:

• Fluent in Hebrew & English.

Others:

• Familiarity with data analysis tools.