Associate Principal - Business Analysis

CX Consultant

Experience 11 to 15 Years

Role Summary

Seeking an experienced CX Consultant to lead Customer Experience transformation initiatives and drive the design implementation and optimization of customercentric solutions across Salesforce platforms The candidate will work closely with business stakeholders architects and delivery teams to translate business goals into scalable CX solutions that improve customer satisfaction engagement and operational efficiency

Key Responsibilities

• Lead CX discovery workshops and requirements gathering sessions with business stakeholders
• Analyze customer journeys and identify opportunities for experience improvement
• Define business processes functional requirements and solution roadmaps
• Design and recommend Salesforcebased CX solutions across Sales Service Marketing Experience and Data platforms
• Collaborate with architects developers and project teams to ensure successful solution delivery
• Drive stakeholder alignment change management and user adoption initiatives
• Support testing training deployment and postimplementation optimization activities
• Provide consulting expertise during presales solutioning and transformation engagements

Required Skills

• Strong experience in Customer Experience CX consulting and digital transformation programs
• Deep understanding of CRM and customer engagement processes
• Handson expertise in Salesforce ecosystem and multicloud implementations
• Experience in customer journey mapping business process design and requirements management
• Strong stakeholder management and executive communication skills
• Ability to bridge business and technology teams effectively
• Experience working in global and crossfunctional delivery environments

Preferred Qualifications

• Salesforce certifications preferred
• Experience in Manufacturing Automotive Consumer Goods Retail or similar industries
• Exposure to Customer Data Platforms Personalization AI and Analytics solutions
• Experience leading largescale transformation programs across multiple geographies
• Educational Qualification
• Bachelors Degree in Engineering Business Management Information Systems or related field
• MBA or equivalent postgraduate qualification preferred

Key Competencies

CustomerCentric Thinking

Business Consulting

• CX Strategy Transformation
• Stakeholder Management
• Solution Design
• Change Management
• Problem Solving
• Leadership Collaboration