CX Analyst

  • Consultancy
  • Medior

Our client is a large international IT company with an integrated portfolio of technology led solutions that encompass the entire enterprise value chain. Its domain expertise has been built upon decades of experience working across industries. As part of its customer-centric engagement model, dedicated teams are built around the domain and technology of each customer.

Job description

Salesforce specific, experience and certifications on eg:

  • Salesforce Administrator
  • Salesforce Marketing Cloud (Administrator, Consultant, eMail Specialist, Pardot)
  • Technical and/or Solution Architect
  • Experience Cloud (eCommerce)
  • Field Service Consultant
  • Sales Cloud Consultant
  • Tableau CRM & Einstein Discovery Consultant
  • Understanding of digital and interactive experience
  • Familiar with both consulting and technology way of doing business
  • Ability to collaborate with virtual and physical teams
  • Enjoys combining hands on delivery and intellectual client challenges

Qualification & Skills

  • 3+ years of IT consulting/advisory experience in customer experience, CRM – marketing, service and/or sales.
  • Strong ambition to grow into a professional business consultant role in the Customer Experience domain with pro-active no-nonsense attitude
  • Have minimal 2 years of experience in Salesforce functional consultancy covering one or more of Salesforce clouds: – Sales, Marketing, Service and/or Community /Experience Cloud
  • Ability to become trusted advisor in the CRM – Sales, Service and Marketing area with business processes, and IT understanding
  • Ability to provide consulting/advisory services for CRM transformation with development focus on Salesforce ecosystem
  • Basic understanding of the Salesforce platform, based on project experience and Salesforce certifications
  • Having basic experience with process design, customer journeys definition, persona’s development and defining requirements based on this
  • Providing pre-sales support for proposals and business development work
  • Familiar with Design Thinking, Customer Journey development and Agile approach
  • Experience of agile project delivery and working as part of a wider team that includes highly skilled Salesforce developers, change management consultants and testers
  • Good knowledge and experience in customer and commercial transformation consulting methodologies, e.g. Customer Journey Mapping, Customer Segmentation, Value Proposition design, pricing strategy, Target Operating Model, CRM and Sales process optimization, etc.
  • Structured way of working and communication
  • Strong analytical skills
  • Effectively client communication in interviews and workshops
  • Ability to support client workshops and discussions
  • Solid Microsoft PPT, Excel, and Word skills
  • Bachelor's degree
  • Fluency in written and spoken English is a requirement
  • Willingness to travel 80%

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