Senior Analyst - Tech Enablement, Customer Service & Contact Centres

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation, inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom‑line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading‑edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. What You’ll Do As a Senior Analyst – BCG Vantage within BCG’s Operations and Marketing, Sales and Pricing Practice Areas you will work in a growing global team, providing industry/functional expertise and insights whilst working together with case and proposal teams to provide knowledge assets, analysis and expert advisory. You’ll serve as a thought partner and content expert to case teams and topic/sector leaders, helping structure and solve complex issues. You will support commercialization efforts for the Customer Services topic working, in conjunction with business leaders, through contributing analysis and insights to proposals, client workshops and marketing materials. Additionally, you will contribute to developing intellectual property & assets for the business and assist in onboarding and training junior colleagues based on your topic/sector expertise. The Customer Services and Contact Centers Topic Area is an expert network of knowledge team members and experienced consultants who help clients on specific cases related to typical contact center and customer service improvement levers (e.g., waste contact reduction, handling time optimization, digital migration, productivity improvement, queuing logics, IVR optimization, etc.). You will have substantive experience using technology and process innovation in Customer Service and Contact Centers, expertise in developing strategy, managing demand, deploying capacity, enabling talent, and adopting new ways of working. You’re Good At Solving client problems through formulating relevant research and/or analytical approaches in your area of expertise, namely Customer Service and Contact Centers Conducting call center data analysis to assess drivers of demand and performance Identifying digital service and AI optimization levers to improve operational efficiency Defining contact center improvement business cases and delivery plans Communicating with case teams and stakeholders in a credible and confident way Working collaboratively and effectively in a group dynamic often virtual, proficient in agile ways of working Being flexible and bringing a curious and creative mindset, open to new things and able to propose innovative ideas Navigating complexity and ambiguity What You’ll Bring 2+ years of consulting experience relevant to Customer Service and Contact Centers; consulting experience preferred In lieu of consulting experience, 3+ years minimum industry experience required; 4‑6+ years of industry experience strongly preferred. Ideally experience in a large Contact Center (>5,000 FTEs) transformations/operations with a major service provider / brand (e.g., retail bank, telecoms provider, utility, airline), or a relevant tech firm (Zendesk, Nice, Qualtrics) doing product management and/or product marketing Experience with a combination of technology (RPA, AI), operations and people challenges Bachelor’s Degree required (advanced degree preferred) Fluency in English Strong business acumen and problem‑solving capabilities Strong written and verbal communication skills Who You’ll Work With As a Senior Analyst – BCG Vantage, you will collaborate with global topic leads and colleagues across BCG to bring expertise and capabilities to the service of our internal and external clients. Our team is made up of a diverse pool of BCG Vantage positions that allow us to pursue exciting, innovative BCG Vantage careers. Compensation & Benefits In the US, we have a compensation transparency approach. The total compensation for this role includes base salary, annual discretionary performance bonus, retirement contribution, and a market‑leading benefits package described below. The base salary range for this role in Chicago is $100,500.00 – $108,500.00. In addition to your base salary, your total compensation will include a bonus of up to 16% and a generous retirement contribution that starts at 5% and moves to 10% after 2 years. Zero dollar ($0) health insurance premiums for BCG employees, spouses, and children Low $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugs Dental coverage, including up to $5,000 in orthodontia benefits Vision insurance with coverage for both glasses and contact lenses annually Reimbursement for gym memberships and other fitness activities Fully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) plan Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement Generous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month) Paid sick time on an as needed basis Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E‑Verify Employer. #J-18808-Ljbffr Boston Consulting Group (BCG)