Senior Analyst (Customer Service/AI)

TL;DR

Senior Analyst (Customer Service/AI): Providing industry expertise and analytical insights for contact center transformations with an accent on digital migration, AI optimization, and operational efficiency. Focus on structuring complex issues, developing proprietary knowledge assets, and supporting commercialization efforts for global client teams.

Location: München, Madrid, London

Company

hirify.global is a global management consulting firm that partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities.

What you will do

• Serve as a thought partner to case teams and topic leaders to structure and solve complex customer service issues.
• Contribute analysis and insights to proposals, client workshops, and marketing materials.
• Develop intellectual property and assets for the Customer Services and Contact Centers topic area.
• Conduct call center data analysis to assess drivers of demand and performance.
• Identify digital service and AI optimization levers to improve operational efficiency.
• Assist in onboarding and training junior colleagues based on topic expertise.

Requirements

• 2+ years of consulting experience in Customer Service and Contact Centers, or 3+ years of relevant industry experience.
• Experience with a combination of technology (RPA, AI), operations, and people challenges.
• Bachelor's Degree required (advanced degree preferred).
• Fluency in English required; German language preferred.
• Strong business acumen and problem-solving capabilities.
• Ability to navigate complexity and ambiguity in a collaborative, often virtual, environment.

Culture & Benefits

• Work within a diverse, global team of experts across 20 practice areas.
• Access to proprietary tools, data solutions, and cutting-edge expertise.
• Collaborative model working across all levels of client organizations.
• Commitment to inclusion and empowering employees to be their authentic selves.
• Opportunities for professional growth through the BCG Vantage career path.