Senior Specialist, Insights and Strategy Delivery

NPS Prism 

Title: Senior Specialist, Insights and Strategy Delivery 

Hiring Office: Gurugram (Hybrid Working Model) 

Company Profile: 

NPS Prism is a market-leading, cloud-based CX benchmarking and operational improvement platform owned by Bain & Company. NPS Prism provides its customers with actionable insights and analysis that guide the creation of game-changing customer experiences. Based on rock-solid sampling, research, and analytic methodology, it lets customers see how they compare to their competitors on overall NPS®, and on every step of the customer journey. 

With NPS Prism you can see where you’re strong, where you lag, and how customers feel about doing business with you and your competitors, in their own words. The result: Prioritize the customer interactions that matter most. NPS Prism customers use our customer experience benchmarks and insights to propel their growth and outpace the competition. 

Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. NPS Prism is 100% owned by Bain & Company, one of the top management consulting firms in the world and a company consistently recognized as one of the world’s best places to work. We believe that diversity, inclusion, and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally.  
 

Position Summary: 

In this role you will be a member of the client facing Commercial NPS Prism team. You will be responsible for working with the Commercial team, Product team and Bain case teams and Partners to support Prism sales conversations and pipeline objectives, support our clients in adopting Prism, and manage operational elements of the Prism commercial process. Successful candidates will have the ability to thrive in a fast-paced, dynamic environment and be comfortable balancing on a variety of asks and workstreams in parallel. 

Key drivers to success in this position are becoming an expert on Prism product knowledge, competitive CX insights, and attention to detail in creating all materials and running operational aspects of the Prism customer success and sales. 
 

Key Responsibilities: 

Support customer success and adoption efforts for the region 

• Analyze large datasets and drive the story building of CX insights for clients 

• Develop CX insights and materials that bring those stories to life for clients to showcase the value of Prism 

• Participate in client conversations with Client Engagement Manager(s) in region to deliver insights and support clients in use of the tool 

• Support client training and adoption needs in conjunctions with the Client Engagement Manager(s) including developing training materials and delivering training as needed 

• Execute bespoke cuts of Prism data as requested by the clients and approved by the region Client Engagement Manager(s) 

Support Prism commercial processes and sales conversations in conjunction with the Prism and Partner region team 

• Develop CX insights and materials that bring those stories to life for prospective Prism clients to showcase the value of Prism 

• With Client Engagement Manager(s), support case teams needs to leverage select Prism insights in Commercial Development (CD) processes that provide opportunities to highlight Prism 

• Manage the tracking and updating of the pipeline to ensure visibility and highlight progress 

Required Qualifications, Experience & Skills  

Education: 

• Bachelor’s degree in computer science, engineering, business, or any other technology-related field, or MBA, or strong relevant work experience.   

Experience: 

• 6+ years of experience in consulting, market research, customer insights, data analytics teams or data-heavy client facing roles 

​​​​​​​Skills: 

• Outstanding client service skills: responsive, proactive, empathetic and detail-oriented 

• Strong interest in customer experience, loyalty analytics and applying strategic marketing to drive business results 

• Demonstrated ability to derive insights from complex data 

• Attention to detail and top-notch delivery standards for clients 

• Thrives in an entrepreneurial environment: you are proactive, a self-starter, and adaptive and can handle changing priorities 

• Strong communications skills, structured writing and proven track record of collaborating across teams and organizations 

Preferred Qualifications (Good to Have): 

Irrespective of an individual’s specific background, the successful candidate will be:  

• Collaborative – someone who knows how to work with and through others to drive results and make change happen, as well is customer service orientated 

• Entrepreneurial, proactive, and productive - someone who knows how to prioritize what needs to be done and rallies colleagues to get things accomplished; “roll up the sleeves” type of attitude 

• Bright – both insightful and creative, with strong problem-solving skills and pragmatic, with a practical, “real-world” sense of what is actually “do-able”. Possesses an affinity for data-driven insights to make decisions, and able to harness knowledge and expertise of the best content to support the Practice 

• Articulate and compelling in his/her oral and structured written communication skills; engaging and concise – with interpersonal “presence”; adaptable across executive, technical and Bain audiences 

• Energetic, with drive, enthusiasm, and natural skills in relationship development; well-connected, with an extensive network of potentially relevant relationships 

• Inspirational Leadership - track record of managing high-performing, service-oriented team members, motivating and developing colleagues above and below their own tenure 

• A great colleague and teammate - passionate about the task at hand and fun to be around; someone with whom Bainies and clients go out of their way to work.