Global Partner, Customer Insights & Analytics in Burlington, MA, US at TTEC

Date Posted: 4/7/2018

Job Snapshot

Job Description

Our Focus

Customer Experience is all we do. 

The world has changed. Disruptive technologies, social media, demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TTEC (formerly TeleTech) helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement. 

What we are looking for :

As the Global Partner, Customer Insights & Analytics you will need to build relationships across the organization and be able to adjust your personal communication style to match. The business problems faced by our clients require detailed analytical skills to be able to get to the heart of the concern.  You are charged with the success of matching those challenges with our solutions and the flawless execution. 

The Global Partner, Customer Insights & Analytics will tap into the breadth of TTEC (formerly TeleTech)’s collective portfolio, partner with the regional leads throughout our strategy services organization and develop TTEC (formerly TeleTech)’s consultative solutions in the area of customer experience strategy and design. This role will have the experience to operationalize transformation and strategy and understands that success for a client is tied to measurable results – not a PPT slideshow. All with one goal in mind…
… to champion an exceptional customer experience for our client company’s customers.

What you’ll be doing :
  • Business Development
    • The role will consist of approximately 70% business development activities (Identifying and realizing customer opportunities, strengthening relationships and optimizing the CSS response and follow through). 
    • Proactively identify and cultivate business opportunities, respond to customer requirements and help craft insightful, high-quality responses as part of the account planning team. 
    • Pull through new and existing client relationships across the organization.

  • Financial Discipline
    • Provide good financial stewardship to assigned areas of responsibility. 
    • Responsible for meeting designated country, practice or account specific annual targets and KPIs. 
    • Responsible for profit/loss and Operational profitability of practice. 

  • Delivery and Client Service Capability
    • Has ultimate accountability for delivery within the existing accounts belonging to related region including quality of delivery, project profitability and people management. 
    • Represent PRG at senior level in relationships with assigned accounts and make a real impact as a business expert to the client. 
    • Be actively involved in engagement performance and setting high standards for the delivery team. 

  • Ideas , Insight Generation and IP Development
    • Leads and is accountable for IP development activities for the Customer Insights & Analytics Practice.  
    • Evaluate and launch an analytics managed service offering and establish a center of excellence. 
    • Building brand awareness and a strong business network across different industries and accounts. 
    • Leading and driving the intellectual property and/or new consulting approaches by utilizing own expertise and deep know-how on functional and/or industry areas. 

  • Industry Relationships
    • Represent the company in various business platforms, conferences, media and other public arenas through speech and/or white papers and publications. 
    • Recognized externally as a strategic thought leader within the customer experience strategy industry and discipline. 
    • Create formal networks with key decision makers and act as external spokesperson for the organization. 

  • People Management and Leadership
    • Lead and inspire organizational culture, company values and brand promise. 
    • Help define the Human Capital strategy for the Customer Insights & Analytics practice.
    • Provide executive leadership for the development of the regional or practice consultant team. 

  • General Responsibilities
    • Exercises wide latitude in operating the Customer Insights & Analytics Practice.
    • Provides executive leadership for multidisciplinary projects or initiatives including client facing engagements, key strategic initiatives and collaborative initiatives with TTEC (formerly TeleTech) business partners. 
    • Manages the Customer Insights & Analytics Practice within the CSS organization, manages large client relationships/accounts and is able to bundle solutions to meet client needs. 
    • Oversees industry vertical leaders for healthcare/public sector, financial services, telecommunications and diversified services.

What you’ll bring to us :

An individual that will lead every day, live life passionately, seek first to understand and always do the right thing….while not being afraid to reach for the amazing! 
  • 15 years’ experience including time at a global management consulting firm within the Analytics Practice
  • Proven P&L management experience as well as demonstrated experience working in and leading in a highly matrixed organizational structure. 
  • Proven business development and new client sales experience. 
  • Experience as a practitioner and/or consultant in applying analytics concepts, principles and executing customer experience initiatives. 
  • Strong experience providing strategic recommendations and advice and leading large scale transformation initiatives. 
  • Deep understanding of Big Data principles and its usage to drive customer insights across enterprise operations
  • Collaborate with business analysts and data scientists in eliciting and articulating solution requirements;
  • Design scalable data analytics platform and solutions;
  • Make architectural decisions for the data analytics platform and solutions;
  • Assess, benchmark and select data analytics technologies to be added to the big data platform;
  • Established client executive relationships across multiple verticals 
  • This role will require strong written and technical documentation experience to spearhead communications in a user-friendly language to departmental subject matter experts regarding data governance and stewardship issues, policies, processes, and data inquires and will participate in data anomaly remediation e.g. coach decision-makers in issue resolution. 
  • Experience designing and implementing reporting and visualization for unstructured and structured data sets
  • Analytics domain knowledge and experience in consulting and/or as an industry practitioner including deep exposure to analytics practices and principles. 
  • Degree from a globally reputable university in business, economics, engineering or a related filed with outstanding academic record. MBA or advanced degree in a quantitative discipline is a plus. 

Who We Are :
TTEC (formerly TeleTech) is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

What We Offer :
  • Performance equity, variable incentive bonus plan, 401K company match 
  • Employee recognition programs, professional development, tuition reimbursement
  • State of the art technology which allows for seamless global connectivity
  • Learning and career growth opportunities via our global footprint
  • Flexible schedules, top notch campus with on- site café and sunny patio
  • Rich wellness program and health incentives