As a Senior Analyst – BCG Vantage, you will provide industry expertise in Customer Service and Contact Centers, supporting case teams with analysis and insights. You will contribute to commercialization efforts, develop intellectual property, and assist in training junior colleagues while navigating complex client challenges.

• 2+ years of consulting experience in Customer Service and Contact Centers; candidates with consulting experience preferred
• In lieu of consulting experience, 3+ years minimum industry experience required; 4-6+ years of industry experience strongly preferred
• Experience with technology (RPA, AI), operations, and people challenges
• Bachelor's Degree required (advanced degree preferred)
• Fluency in English
• Strong business acumen and problem-solving capabilities
• Strong written and verbal communication skills

• Support commercialization efforts for the Customer Services topic
• Contribute analysis and insights to proposals, client workshops, and marketing materials
• Serve as a thought partner and content expert to case teams
• Conduct call center data analysis to assess drivers of demand and performance
• Identify digital service and AI optimization levers to improve operational efficiency
• Define contact center improvement business cases and delivery plans
• Communicate with case teams and stakeholders in a credible and confident way
• Work collaboratively and effectively in a group dynamic, often virtual
• Assist in onboarding and training junior colleagues

• Employees at BCG are often offered comprehensive medical, dental, and vision coverage with no monthly premiums and $10 copays, plus mental-health resources (EAP, telehealth, meditation app), medical second opinions, FSAs, annual fitness reimbursement, and life and disability insurance. Compensation typically includes competitive pay, annual bonuses, generous retirement contributions with a 401(k), and robust time off, including vacation, holidays, sick leave, bereavement, and enhanced parental leave up to 22 weeks for birth parents and 14 weeks of bonding for all new parents. Additional perks include adoption and fertility assistance, transportation benefits, backup child and elder care, and flexible hybrid or remote work options.