Strategy & Operations Analyst, NPSx

ABOUT US

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future.

Across 64 cities in 39 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition, and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest more than $1 billion in pro bono services brings our talent, expertise, and insight to organizations tackling today’s urgent challenges in education, racial equity, social justice, economic development, and the environment. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry.

WHO YOU’LL WORK WITH

NPSx is an exciting early stage start-up venture and growth engine technology business for Bain & Company, one of the world’s leading strategy consulting firms. NPSx has a bold ambition to become the world’s leading provider of innovative CX Technology and Solutions, empowering our customers to maximise company value by improving customer growth and retention.

Some of the areas we are already innovating in the Customer Experience marketplace:

• Delivering actionable insights - helping companies truly understand and combine data on advocacy, segment, value, and influence of their customers
• Empowering companies to prioritize customers and develop winning customer strategies
• Providing tools to design and deliver great customer experiences
• Building professional CX competencies and execution capability

To learn more about NPSx: [1] https://www.npsx.com/

WHERE YOU'LL FIT WITHIN THE TEAM

This role will join a team that is tasked with building and growing one of our key flagship products - CX Accreditation.

This role is best suited for someone looking to build exciting digital-first products, where they'll be able to have an immediate impact implementing and delivering solutions to clients. This person will join a small, but very fast-growing and innovative start-up team at the brink of delivering transformational customer experience solutions.

The Specialist, CX Accreditation will be pivotal in the day-to-day operations, development and deployment of the solution.

WHAT YOU'LL DO

Build, maintain and grow our CX Accreditation solution, including core content and CX standards, accreditation scorecards, results reports, and key collateral:

• Establish and implement high-quality processes for data collection, data assessment and analysis and results delivery
• Own the CX accreditation scorecard, building and evolving accreditation criteria and developing a sophisticated benchmarking tool
• Support the data collection process and ensure high level of data quality, standards and accuracy for clients
• Support the client along their assessment journey, providing relevant materials and coordinating meetings/ discussions with relevant stakeholders
• Work closely with CX Practitioners to prepare and deliver detailed Accreditation reports, and evolve that into digital-first process
• Work closely with Customer Success to monitor and track key KPOs; Prepare reports for internal communication on progress against KPIs
• Develop and build key communication collateral associated with the accreditation
• Help maintain and evolve the product platform, to support scaled delivery

ABOUT YOU

Required

• Undergraduate degree
• Strong project management capabilities including organizational skills, task prioritization, effective time management, conflict resolution, and risk identification and mitigation
• A strong team player. Ability to collaborate with cross-functional teams, including internal and offshore development resources
• Demonstrated track record as a self-starter and the ability to multi-task and prioritize among competing demands
• Ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism
• Great attention to detail with outstanding written and verbal communication skills; English fluency required

Preferred

• At least 1-2 years of strategy consulting experience, or 1-2 years of professional experience in Customer Experience or Accreditation/ Audit business
• Entrepreneurship or start-up experience

WHAT MAKES US A GREAT PLACE TO WORK

We are proud to be [2] consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 13 years. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ and parents.
new ventures
References

Visible links
1. https://www.npsx.com/
2. http://www.bain.com/about/what-we-do/awards/index.aspx