Principal Consultant Senior Customer Experience (CX) Analyst – IT Support

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 12 hours ago

Vacancies: 1 Vacancy

Job Summary

Ready to build the future with AI

At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow today.Get to know us atand on LinkedInX YouTube andFacebook.

Inviting applications for the role of Principal Consultant - Senior Customer Experience (CX) Analyst IT Support

In this role you will be responsible for transforming user feedback behavioural data and operational metrics into actionable insights that improve digital and human-assisted support channels. The ideal candidate will work closely with CX managers automation teams and IT stakeholders to enhance self-service chatbot performance and overall user satisfaction.

Responsibilities

Track and analyze Experience Level Agreements (XLAs) across IT support channels providing root cause analysis and actionable insights.

Monitor chatbot usage and performance identifying drop-offs unresolved intents and optimization opportunities in collaboration with AI/automation teams.

Evaluate self-service portal engagement identifying content gaps and UX friction points using user journey data search analytics and feedback.

Design and maintain dashboards and reports that translate raw data into clear actionable recommendations for CX managers and senior leadership.

Support Voice of Customer (VoC) programs by synthesizing CSAT CES sentiment and survey feedback to identify trends and prioritize improvements.

Partner with CX managers and digital leads to test and validate enhancements to chatbot flows support content and user journeys.

Provide data-driven input into digital support campaigns to improve adoption resolution rates and user satisfaction.

Contribute to continuous improvement cycles including service reviews problem-solving workshops and post-incident analysis from a user perspective.

Qualifications we seek in you!

Minimum Qualifications

Proficiency in data analytics and BI tools (e.g. Power BI Tableau Excel Qualtrics Medallia).

Experience analyzing chatbot performance (containment rate escalation logic drop-offs).

Familiarity with digital adoption tools and self-service portal analytics.

Strong written and verbal communication skills to present insights to non-technical stakeholders.

Experience working in agile cross-functional environments.

Certification in CX tools (e.g. Qualtrics CCXP) is added advantage

Preferred Qualifications/ Skills

Certification in CX tools (e.g. Qualtrics CCXP) is added advantage

Why join Genpact

Lead AI-first transformation Build and scale AI solutions that redefine industries

Make an impact Drive change for global enterprises and solve business challenges that matter

Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills

Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace

Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build

Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Lets build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.

Required Experience:

Staff IC

Ready to build the future with AIAt Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to ...