As a Senior Analyst – BCG Vantage, you will be part of a global team focused on providing expertise in Customer Service and Contact Centers. Your role will involve collaborating with case teams to deliver insights and analysis that drive client success. You will also contribute to the development of intellectual property and assist in training junior colleagues. The position emphasizes solving complex issues and enhancing operational efficiency through technology and innovative strategies.

• 2+ years of consulting experience relevant to Customer Service and Contact Centers, or 3+ years of industry experience.
• Experience in large Contact Center transformations or operations with a major service provider or relevant tech firm.
• Bachelor's Degree required, with an advanced degree preferred.
• Fluency in English is required.
• Strong business acumen and problem-solving capabilities are essential.

• Serve as a thought partner and content expert to case teams and topic leaders.
• 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 effectively with case teams and stakeholders.
• Support commercialization efforts for the Customer Services topic.
• Contribute to developing intellectual property and assets for the business.
• Assist in onboarding and training junior colleagues based on your expertise.

• 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.