Customer Experience (CX) Consultant

Customer Experience (CX) Consultant

Apply locations: Kuala Lumpur, Centerpoint North

Time type: Full time

Posted on: Posted Yesterday

End Date: December 30, 2024 (28 days left to apply)

Job Requisition ID: R090425

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Job Details

INSPIRATION FOR AN EXTRAORDINARY WORLD

Customer Experience Consultant

Kantar, Malaysia

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 OUTCOMES

• 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
• Demonstrating the value of transactional real-time customer feedback solutions from a technical-platform and content wise perspective.
• Defining and prioritising remit of CX solutions, transactional/real-time customer feedback programmes and develop 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

CAPABILITIES

• 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
• Proactively work with Client Leaders to engage senior contacts within clients
• Partnering with colleagues to share knowledge and fresh thinking
• Mentoring individuals and teams to ensure proficient understanding of behaviours, tools, and methodologies

At Kantar, we have a coordinated way of rewarding our people based around a simple, clear and consistent set of principles. Our approach helps to ensure we are market competitive and support a pay for performance culture.

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.

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Location: Kuala Lumpur, Centerpoint North, Malaysia