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Senior CX Analyst - Australian BPO
Full-time
Probe CX is investing in digital transformation, and its Digital Consulting Team is looking for its first on-the-ground Senior CX Consultant in Manila to bridge Operations and Digital teams. You will gain hands-on exposure to next-generation AI, automated quality management, and cloud CX platforms while advising global enterprise clients.
What You'll Be Doing
Guide strategy for four major campaigns, identifying friction points and designing future-state solutions.
Conduct current-state assessments and use data to surface actionable insights (e.g. why a campaign has low first-call resolution).
Partner with Operations and Digital teams to deploy new tools, streamline workflows, and improve account profitability.
Build digital roadmaps and present them to enterprise clients, showcasing how AI and automation elevate their business.
Support the rollout of conversational AI, automated quality management, and knowledge management platforms.
What You Bring
Understanding of operational dynamics, ideally with contact-centre, BPO, or enterprise service delivery exposure.
Data and commercial literacy to analyse operational metrics and explain the commercial value of solutions.
Strong stakeholder management and EQ to advise and challenge senior leaders.
A hands-on attitude, mapping customer journeys and building client presentations independently.
Desirable: Automated Quality Management experience; familiarity with cloud CX platforms like Genesys Cloud or Amazon Connect.
