Process Improvement Consultant

Lead and structure analytical engagements across call centre operations and customer experience, from problem definition through to recommendation delivery Engage directly with client stakeholders to understand business strategic & operational priorities priorities, present findings, and build trusted advisory relationships Work with the analytic team to ensure analytic outputs align to customer priorities and maintain a balance between quantitative and qualitative outputs Develop strategic recommendations grounded in data and aligned to client business objectives Collaborate closely with Data Scientists, Data and Reporting Analysts to ensure analytical outputs are fit for purpose and client-ready Manage multiple workstreams simultaneously, maintaining quality and timeliness of deliverables Support the team lead in driving continuous improvement of analytics frameworks and methodologies What We Are Looking For 4–6 years of experience in a consulting, advisory, or client-facing analytics consultative role Strong understanding of customer experience, call centre operations, and analytics consulting Proven ability to engage and communicate effectively with senior client stakeholders Strong problem-structuring and analytical thinking skills Excellent presentation and storytelling skills with the ability to translate complexity into clarity Experience producing high-quality client-facing deliverables including presentations, business cases, and recommendations Ability to work effectively in a fast-paced, offshore delivery environment supporting Australian clients Advantageous But Not Essential Prior experience in a BPO or call centre environment Exposure to AI and advanced analytics concepts and applications Experience working with or supporting Australian clients