Customer Experience

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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 support 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 advise in a way that is significant and actionable for clients.

You are on the frontline of building Kantar operating brand equity and in showcasing our CX expertise to clients/industries, demonstrating thought leadership showing how business outcomes are achieved via our offer and provide 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 100 countries delivering specialist insight, business strategies and consultancy support.

KEY OUTCOMES

The 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
- 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 team 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 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

To 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 continuous learn about new developments in Customer experience
- 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

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 to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.

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.

Kantar is an equal opportunities provider

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Location

Kuala Lumpur, Centerpoint NorthMalaysia

Kantar Rewards Statement

At Kantar we have an integrated 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 also to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.

We want to create an equality of opportunity in a fair and supportive working environment where people feel included