Principal Consultant - Senior Customer Experience (CX) Analyst – IT Support

Ready to build the future with AI?  

At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.  

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.  

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.  

Inviting applications for the role of Principal Consultant - Senior Customer Experience (CX) Analyst – IT Support 

In this role, you will be responsible for transforming user feedback, behavioural data, and operational metrics into actionable insights that improve digital and human-assisted support channels. The ideal candidate will work closely with CX managers, automation teams, and IT stakeholders to enhance self-service, chatbot performance, and overall user satisfaction. 

Responsibilities

• Track and analyze Experience Level Agreements (XLAs) across IT support channels, providing root cause analysis and actionable insights. 
• Monitor chatbot usage and performance, identifying drop-offs, unresolved intents, and optimization opportunities in collaboration with AI/automation teams. 
• Evaluate self-service portal engagement, identifying content gaps and UX friction points using user journey data, search analytics, and feedback. 
• Design and maintain dashboards and reports that translate raw data into clear, actionable recommendations for CX managers and senior leadership. 
• Support Voice of Customer (VoC) programs by synthesizing CSAT, CES, sentiment, and survey feedback to identify trends and prioritize improvements. 
• Partner with CX managers and digital leads to test and validate enhancements to chatbot flows, support content, and user journeys. 
• Provide data-driven input into digital support campaigns to improve adoption, resolution rates, and user satisfaction. 
• Contribute to continuous improvement cycles, including service reviews, problem-solving workshops, and post-incident analysis from a user perspective. 

Qualifications we seek in you! 

Minimum Qualifications

• Proficiency in data analytics and BI tools (e.g., Power BI, Tableau, Excel, Qualtrics, Medallia). 
• Experience analyzing chatbot performance (containment rate, escalation logic, drop-offs). 
• Familiarity with digital adoption tools and self-service portal analytics. 
• Strong written and verbal communication skills to present insights to non-technical stakeholders. 
• Experience working in agile, cross-functional environments. 
• Certification in CX tools (e.g., Qualtrics, CCXP) is added advantage 
• Certification in CX tools (e.g., Qualtrics, CCXP) is added advantage 
• Lead AI-first transformation – Build and scale AI solutions that redefine industries  
• Proficiency in data analytics and BI tools (e.g., Power BI, Tableau, Excel, Qualtrics, Medallia). 
• Experience analyzing chatbot performance (containment rate, escalation logic, drop-offs). 
• Familiarity with digital adoption tools and self-service portal analytics. 
• Strong written and verbal communication skills to present insights to non-technical stakeholders. 
• Experience working in agile, cross-functional environments. 
• Certification in CX tools (e.g., Qualtrics, CCXP) is added advantage 
• Certification in CX tools (e.g., Qualtrics, CCXP) is added advantage 
• Lead AI-first transformation – Build and scale AI solutions that redefine industries  

Preferred Qualifications/ Skills

Why Join Genpact?

• Make an impact – Drive change for global enterprises and solve business challenges that matter  
• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills  
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace  
• Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build  
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress  

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.   

Let’s build tomorrow together.  

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.   
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.