Senior Analyst - BCG Vantage, Customer Experience & Ecommerce (travel)

Senior Analyst – Bcg Vantage

Locations: Chicago | Boston | Atlanta

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. Bcg was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. Bcg delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

Bcg's Customer Experience consulting team help clients to transform their business at scale, driving cost-effective growth and life-time value through omnichannel and digital strategies. As a Senior Analyst – Bcg Vantage you will partner with consulting teams to bring functional expertise in customer experience & ecommerce.

This role will focus on the Travel sector, working with Airlines, Hotels, Tourist Operators, etc. It will suit someone with experience in end-to-end journey mapping, digital product strategy, ecommerce, and customer service and support in the travel sector. You'll work with blended teams, helping to develop customer-centric strategies and deploy AI / Digital solutions that drive customer-centric business impact.

You'll serve as thought partner and subject matter expert to case teams and consulting leaders, helping to structure and solve complex issues. This is a diverse role that will see you engaged on a variety of product marketing, sales enablement, and expert consulting assignments. You'll conduct research to support offer development and go-to-market; build / deploy client diagnostics to scope customer experience innovations and improvements; and partner with consulting teams to contribute to proposals and client workshops.

Success in this role requires a blend of analytical and creative skills. You'll also need to be adept at understanding market priorities and crafting messaging to communicate our customer experience value proposition and impact. It also requires an entrepreneurial flair. With the advent of AI, customer experiences and expectations are evolving fast. So are our clients. You'll need to keep ahead of the latest innovations and work to constantly evolve Bcg's customer experience and support perspectives, insights, and client diagnostics so that we can answer our clients' toughest questions.

If this sounds like you, please get in touch!

You're good at:

• Expert knowledge in the Travel sector: Airlines, Hotels, Tourist Operators, etc
• Deep expertise in omnichannel customer experiences across online and offline touchpoints
• Developing customer-centric strategies that drive growth, cost efficiency, and lifetime value
• Conducting quant / qual research to understand customer needs and pain points
• Mapping customer journeys, identifying "moments of truth," & designing target experiences
• Scoping & implementing AI, automation, and digital solutions to transform customer engagement and support services
• Building data-driven business cases to prioritize CX investments and innovations
• Communicating with clients and stakeholders, in a credible and confident way
• Working collaboratively and effectively in a group dynamic often virtual
• Proficient in agile ways of working
• Being flexible and bringing a curious and creative mindset
• Navigating complexity and ambiguity

What you'll bring:

• 2+ years of consulting experience in relevant Customer Experience or Digital Strategy required; candidates with consulting experience strongly preferred
• In lieu of consulting experience, 3+ years minimum industry experience required; 4-6+ years of industry experience strongly preferred
• Bachelor's Degree required (advanced degree preferred)
• Fluency in English
• Experience in any of the following sectors: telecom, retail, banking, insurance, or travel (preferred)
• Strong business acumen and problem-solving capabilities
• Strong written and verbal communication skills

Who you'll work with:

As a Senior Analyst – Bcg Vantage, you will collaborate with global topic leads and colleagues across Bcg to bring expertise and capabilities to the service of our internal and external clients. Our team is made up of a diverse pool of Bcg Vantage positions that allow us to pursue exciting, innovative Bcg Vantage careers.

Additional info:

Total compensation for this role includes base salary, annual discretionary performance bonus, retirement contribution, and a market leading benefits package described below.

The base salary range for this role is $115,650.00 - $118,216.67.

This is an estimated range, however, specific base salaries within the range depend on various factors such as experience and skill set. It is not common for new Bcg employees to be hired at the high-end of the salary range. Bcg regularly reviews its ranges to ensure market competitiveness.

In addition to your base salary, your total compensation will include a bonus of up to 24% and a generous retirement contribution that starts at 5% and moves to 10% after 2 years.

All of our plans provide best in class coverage:

• Zero dollar ($0) health insurance premiums for Bcg employees, spouses, and children
• Low $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugs
• Dental coverage, including up to $5,000 in orthodontia benefits
• Vision insurance with coverage for both glasses and contact lenses annually
• Reimbursement for gym memberships and other fitness activities
• Fully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) plan
• Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement
• Generous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month)
• Paid sick time on an as needed basis

Bcg is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. Bcg is an E - Verify Employer.