Business Strategy & Ops-Senior Associate-Bangalore

Design and facilitate targeted interventions in technology consulting to accelerate stakeholder alignment and decision-making on complex challenges, focusing on contact center transformation.

Collaborate closely with senior client stakeholders and internal teams to co-design solutions, analyze problems, and deliver quality outcomes that support business growth and competitive advantage.

Leverage expertise in human-centered systems thinking, design thinking, and collaborative methodologies to drive business and technology alignment in digital customer service transformation projects.

At least an MBA degree.

Minimum 4 years of professional experience.

Proficiency in oral and written English.

Experience or knowledge related to contact center domains (KPIs such as AHT, FCR, NPS), transformation strategy, CCaaS & cloud, omnichannel, WFM, CX & analytics, and AI-enabled service strategy.

Experienced in management or strategy consulting with strong skills in Agile methodology and change management.

Demonstrates analytical thinking and systems thinking to solve complex client challenges in customer service and technology contexts.

Capable of facilitating multidisciplinary collaboration and process improvement using design and strategic thinking approaches.