About Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Job Summary
At Foundever, we’re making customer service better than ever with digital innovation!
As part of our Digital Services team, we’re looking for enthusiastic Consultants who are ready to help us create amazing customer experiences and drive real improvements.
What You’ll Do:
• Work with exciting new technologies to make customer service smarter and faster.
• Collaborate with a team of experts to find creative solutions and help improve operations every day.
• Be hands-on in supporting projects—from helping teams understand customer needs to making sure new tools are working perfectly.
• Help shape customer journeys and improve how people experience customer service, all while learning and growing your skills!
Why You’ll Love This Role:
🚀 Be a part of a growing team that’s driving change in the world of customer experience.
💡 Learn new skills with the latest technology and work alongside experienced professionals.
🌍 Work with people across the globe to help solve problems and improve customer service.
🎯 Make a real difference by optimizing customer journeys and creating solutions that impact thousands of people.
Primary Job Responsibilities
Key Responsibilities:
1. Engage the Project from a Business Perspective:
o Analyse client challenges and translate them into clear operational KPIs to ensure alignment across stakeholders.
o Review existing tools and systems, identifying gaps and proposing technological solutions to address operational issues.
o Design change management strategies to support the adoption of new tools and services by the operations teams.
o Manage stakeholder engagement, ensuring buy-in and active participation throughout the project lifecycle.
o Design and run Design Workshops
2. Manage the Implementation Process:
o Formalize and document as is and to be customer journeys aligned with newly implemented technologies such as voicebots, conversational SMS, chat solutions, CRM, Knowledge Management, CCaaS, etc
o Define business rules to optimize customer interactions and enhance operational efficiency.
o Develop and implement digital strategies where needed.
o Co-design and develop reporting frameworks in collaboration with the client to track performance and value realisation
3. Collaborate with Professional Services Teams:
o Work closely with Professional Services, Program Managers, Customer Success, Solutions, Account Management, Business Development and Operations teams to ensure that business requirements are met in the solution design.
o Ensure clear communication of project outputs and facilitate the integration of business requirements into the implementation.
4. Post-Implementation Support & Analysis:
o Lead post-implementation reviews to evaluate the impact of the new tools and services, ensuring they are meeting performance KPIs and driving operational success.
o Analyse post-implementation data, work with Continuous Improvement (CI) teams to assess results, and recommend adjustments or optimizations.
