Senior Knowledge Analyst – Customer Service

.WHAT YOU'LL DO As a Senior Knowledge Analyst (SKA) within BCG's Operations Practice Area, you will work in a growing global team, providing 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 business development and go-to-market efforts of the Operations Practice Area in Europe, as opportunities arise, contributing research and analysis to marketing efforts. While contributing to client cases, workshops and proposals, occasional travel to serve clients onsite during staffing assignments is expected to understand client requirements, and design / develop solutions. The Operations Practice Area is one of BCG's functional practices and helps our clients create competitive advantage by enhancing their performance and building strategic capabilities. 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 support your Customer Services and Contact Centers topic area in developing existing & new intellectual property and knowledge assets. You will work on commercialization efforts for the topic, in conjunction with business leaders, supporting marketing efforts, conferences and publications. You will have substantive experience using technology and process innovation in Customer Service and Contact Centers. In addition, expertise in developing a strategy, managing demand, deploying capacity, enable talent, and adopting new ways of working. YOU'RE GOOD AT - Solving client problems through selecting and applying analytical approaches in your area of expertise, namely Customer Service and Contact Centers - Codifying knowledge and maintaining assets and tools in cooperation with our consultants, tools and analytics teams - Communicating with senior stakeholders, in a credible and confident way - Flexibility and bringing a curious and creative mindset, open to new things and able to propose innovative ideas