Senior Analyst - BCG Vantage - Operations and Marketing, Sales and Pricing
The Boston Consulting Group Madrid
Experteer Overview
As a Senior Analyst - BCG Vantage, you will partner with case teams to deliver knowledge assets, analysis, and advisory to support customer services and contact centers. You’ll help structure complex issues, contribute to proposals and client workshops, and develop intellectual assets while onboarding junior colleagues.The role blends technology-enabled process improvements with strategic operations at a global scale. You will work across markets on transforming customer service capabilities and driving value for clients.
Compensaciones / Beneficios- Formulate research and analytical approaches in your area of expertise (Customer Service and Contact Centers)
- Conduct call center data analysis to identify drivers of demand and performance
- Identify digital service and AI optimization levers to boost efficiency
- Define contact center improvement business cases and delivery plans
- Communicate insights credibly to case teams and stakeholders
- Collaborate effectively in agile, cross-functional, often virtual teams
- Share knowledge by onboarding and training junior colleagues
- Develop intellectual property and assets for the business
- Support commercialization efforts through proposals, client workshops, and marketing materials
- 2+ years of consulting experience in Customer Service and Contact Centers (preferred)
- In lieu of consulting experience, 3+ years of relevant industry experience; 4-6+ years strongly preferred
- Experience with technology (RPA, AI), operations and people challenges
- Bachelor's Degree; advanced degree preferred
- Fluency in English; German language preferred
- Strong business acumen and problem-solving
- Strong written and verbal communication skills
- Ability to navigate complexity and ambiguity
- Experience with large-scale contact center transformations/operations (5,000+ FTEs) or relevant tech firm roles (product management/marketing)
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