CX Design Consultant

3 weeks ago

Cape Coral, United States Insite Managed Solutions Full time
Job DescriptionJob Description

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Curious? Come Collaborate with Us and Deliver Excellence

Full-Time, Hybrid - Flex allows work at home and work at office. However you must reside within a 2-hour radius of 1336 SE 47th Street, Cape Coral, FL 33904, Travel up to 60% of the time

Why Insite you ask? 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more) eligibility within 1 month of start date, relocation assistance to the Cape Coral, FL area. Also, while delivering Excellence to our employees and clients, we also like to have fun Snacks, community volunteering, potlucks, theme days, games, clubs, and not to forget Hawaiian Fridays

Insite helps people win by improving, optimizing, and innovating the human processes and systems required to deliver enriching experiences

As a CX Design Consultant, you will utilize your expertise in contact centers to drive impactful transformations for our client’s customer experience by examining and improving the overall customer journey. You will be the expert in analyzing, evaluating, and enhancing customer interactions across various channels.


As a member of our Delivery Group, you will solve complex operational and strategic problems by completing a variety of data analytics, process mapping, finding the root cause(s), comparing benchmarks, manage project timelines and deliverables, selecting solutions, and assisting with implementation through a variety of services. You will provide these services independently, with clients and in a team environment.

How you can take Ownership of this role:

  • Conduct comprehensive assessments of contact center operations, including processes, technologies, and agent performance, to identify areas for improvement and efficiency
  • Accurately outline ROI for clients and internal projects and initiatives
  • Collaborate with internal stakeholders to identify, develop, and implement CX strategies aligned with business objectives, focusing on enhancing customer satisfaction and loyalty while maximizing operational effectiveness
  • Ability to proactively recognize and communicate potential issues that could have an impact on the project or the client experience and create and implement a solution for immediate resolution with a sense of urgency
  • Drive a culture of continuous improvement by proactively identifying opportunities to enhance processes, policies, and procedures to better meet client needs and exceed expectations

What you will bring to the table:

  • 5+ years of Business Process Outsourcing experience
  • Strong Microsoft Office product proficiency (PowerPoint, Excel, Visio: experience using pivot tables, formulas, etc.)
  • Experience presenting ideas and facilitating dialogue with senior executives to support business decisions
  • Strong analytical and communication skills
  • Capacity to manage numerous clients and projects simultaneously

What you may bring to the table:

  • Experience and/or qualified in Lean/Six Sigma or other process improvement methodologies

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