The Northridge Group is a growing management consulting firm specializing in customer experience solutions and business transformation initiatives, utilizing data analytics and business process redesign to deliver results. Northridge provides professional services and quality monitoring solutions for the Fortune 200 in healthcare, telecom, financial services, travel and transportation, and key government agencies. At Northridge, we push boundaries and encourage innovation, without losing sight of organizational realities and limitations. The result is pragmatic solutions that can be implemented to drive measurable and sustainable improvements in profitability and productivity. For us, an additional measure of success is ensuring that our clients have the means to sustain the outcomes of our engagement long after we are gone. As such, collaboration and knowledge transfer is key to our engagement delivery process.

Northridge is a firm founded and operated by people passionate about customer experience and our clients’ operational success. In 2016, Northridge became an ESOP (Employee Stock Owned Plan), which means all of our employees are owners and benefit from the growth and success of the firm.

The Northridge Group is looking for a Staff Consultant who will work with our consulting teams to provide business insights and deliver enhanced outcomes for our clients.

The successful candidate will work as part of a project team to understand each client’s organization – its operational processes, its use of technology, and its performance drivers. They will identify barriers to operational efficiency and financial performance and develop recommendations for improvement. This individual must be comfortable engaging in discussions with the client’s senior leadership, while at the same time, leading collaborative working sessions as a tactical, hands-on consultant within project teams. This individual must have successfully demonstrated the ability to drive quantifiable results in business performance transformation (process improvement and financial outcomes) individually and through team performance.

Description of Job Responsibilities

Responsibilities for this position include, but are not limited to:

• Conduct interviews and observation sessions; examine and document existing processes to capture current state/baseline operational practices as part of an integrated discovery process
• Develop and present recommendations for future state business operations involving people, process and technology
• Collaborate with internal and external team members on recommended solutions and priorities
• Perform assigned project and workstream tasks to meet client goals and project timelines
• Create and maintain client presentation materials
• Perform research to supplement internal client data with external benchmarks in order to provide industry comparisons for deeper understanding of issues and opportunities
• Document findings to support the project team’s outcomes
• Prepare data visualizations to communicate with the client our analysis and conclusions

Subject matter expertise desired for this role include:

• Experience and knowledge in one or more functions within Customer Service and/or Sales Centers to include operations, shared services (WFM, Quality, Training, Coaching, etc.), technology and talent management within Contact Centers.
• Specific experience in designing and implementing shared service functions involving training, quality and knowledge management and content creation
• Experience in the design and deployment of employee and leadership development programs and practices, facilitation of training and certification sessions and mentoring of contact center leadership

Qualifications

• 5+ years of experience within Customer Service, Contact Center or Sales Center operations, preferably through management roles.
• Demonstrate capabilities to collaborate effectively with others, possessing an attention to detail, a focus on accuracy and an ability to grasp business concepts.
• Willingness to work in a fast-paced environment and effectively support multiple, concurrent projects.
• Experienced in enabling change leading to operational transformation and customer experience improvements.
• Communication skills, both verbal and written communication, and demonstrate the ability to convey complex ideas to clients in a clear and concise manner. Analytical skills to analyze data, identify trends and develop insights.
• Minimum educational requirements; BS in Business discipline or relevant degreed program
• Technical skills with expertise in analytical methods, research and data visualization.
• Knowledge of various analytical tools and visualization tools (Tableau, Power BI, SQL)
• Expert level proficiency in all MS Office tools.

Location

The position can be located anywhere in the United States. Flexibility to travel is required; extent of required travel varies based on client and project assignment.

How to Apply

If your experience and interests are a fit for The Northridge Group, we encourage you to apply online at www.northridgegroup.com.

Northridge is an equal opportunity employer. Northridge does not discriminate against its employees or applicants. All employment related decisions are made without regard to race, color, national origin, religion, and creed, disability, marital status, sexual orientation or citizenship status, veteran status, age, gender, or any other applicable basis that is protected by federal, state or local law, ordinance or regulation. Northridge values diversity and believes that it enhances our overall business performance.