A Customer Experience (CX) Consultant is a client-facing, delivery and team leader role, collaborating with the Malaysia Head of Customer Experience Senior Director. You will need to have client impact at scale. This is a strategic growth role in the country, encompassing project delivery, team development and support of business growth for the domain.
The Customer Experience Consultant leads and supports the day-to-day project delivery of client engagements across industries. You excel at guiding clients on strategic and ground-breaking progress to their business issues and deliver advice in a way that is significant and actionable for clients.
You are on the frontline of building Kantar operating brand equity and showcasing our CX expertise to clients/industries, demonstrating thought leadership showing how business outcomes are achieved via our offer and providing input into global offer development.
Nobody knows consumers better than Kantar. Providing insights and encouragement to help clients thrive in an extraordinary world, we bring together 9 of the world's leading research, data and insight brands. We are part of a distributed team of 30,000 people in more than 100 countries delivering specialist insight, business strategies and consultancy support.
KEY OUTCOMESThe key financial indicators and KPIs for the CX Consultant will vary by domain but may include:
Performance: absolute and year-on-year improvement; post-project feedback – KCSS and Vantage
Automation: use of Qlib and KAP; use of QuickTurn solutions
People development: Mentor, rollout and support of domain expertise learning framework – KES
Deliver value and impact to clients through the application of domain expertise
Seen by the client as an expert in the field – by using knowledge of philosophies and POV to land advice given to the client, putting the advice in context and providing clear recommendations and ROI
Increased commercial acumen and accountability within domain and broader teams
Validated contribution to the continued development of the Insights and wider Kantar offer
Effective cross-domain collaboration with other domains and their solutions, including internal support teams across Finance, Legal, Operations and platform partners such as Qualtrics, Medallia and other third-party partners
Demonstrating the value of transactional real-time customer feedback solutions from a technical-platform and content-wise perspective.
Defining and prioritizing the remit of CX solutions, transactional/real-time customer feedback programs and developing solution narratives in a pre-proposal phase and in the pitching process together with our business and platform partners, our Business Developers and Customer Experience Consultants
CAPABILITIESTo succeed in this role, the CX Consultant must be able to demonstrate the following:
Knowledge of CX systems and fundamentals of empirical methods
Standard process methodology ideas for reporting, dashboards and data capture
Good communication and presentation skills
Collegiality and enjoyment of working in an international team across national borders
Willingness to learn and curiosity about new technological developments and digital trends, to be engaged and excited to continuously learn about new developments in Customer experience
Proactively work with Client Leaders to engage senior contacts within clients (including external insights functions), seeking to understand client issues by asking the right people the right questions, and applying CX expertise to provide solutions and deliver value to the client and to Kantar
Partnering with colleagues to share knowledge and fresh thinking to ensure relevance, future focus and innovation across their immediate domain and broader Insights and Kantar portfolio
Mentoring individuals and teams to ensure proficient understanding of behaviors, tools, and methodologies and how to apply them to address client issues and add new value
At Kantar, we have a coordinated way of rewarding our people based on a simple, clear and consistent set of principles. Our approach helps to ensure we are market competitive and support a pay-for-performance culture, where your reward and career progression opportunities are linked to what you deliver.
We go beyond the obvious, using intelligence, passion and creativity to encourage new thinking and craft the world we live in. Apply for a career that's out of the ordinary and join us.
We want to build an equality of opportunity in a fair and encouraging working environment where people feel included, accepted and are allowed to thrive in a space where their mental health and wellbeing is taken into consideration. We want to build a more varied community to expand our talent pool, be locally representative, drive diversity of thinking and better commercial outcomes.
At Kantar, the diversity of our employees provides a richer environment for our employees and broader depth and breadth of thinking for our clients. Kantar is committed to inclusion and diversity; therefore, we welcome applications from all sections of society and do not discriminate on the basis of age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status or any other legally protected characteristics.
Kantar is an equal opportunities provider.#J-18808-Ljbffr