Knowledge Analyst - Loyalty & Customer Relationship Management
Boston Consulting Group
New Delhi, India
2d ago

WHAT YOU'LL DO As a Knowledge Analyst (KA) within BCG’s Loyalty & Customer Relationship Management topic, you will work in a growing global team, providing functional expertise and insights, working together with BCG case and proposal teams to deliver customized knowledge assets and expert advisory.

In addition, you will support with guidance from senior colleagues, your topic / sector in developing intellectual property & knowledge assets and managing content on internal BCG websites, ensuring availability of the latest, high-quality content.

You will also support business development and go-to-market efforts of the Loyalty & Customer Relationship Management business, as opportunities arise, contributing research and analysis to marketing efforts.

Loyalty & Customer Relationship Management is a growing topic within our Customer Experience team which sits within our wider Marketing, Sales and Pricing Practice Area.

Here, you will get to work on projects that deliver impact for our clients and BCG, playing a crucial role in helping to define and build our Loyalty & Customer Relationship Management offers.


  • Applying Loyalty & Customer Relationship Management expertise when contributing to building and deploying a product / tool / data, taking different client contexts into account
  • Conducting ethnography & qualitative research to understand customer needs
  • Designing Loyalty & CRM programmes using human centered design methods
  • Conducting quantitative research to validate and prioritize loyalty & CRM features
  • Reporting on Loyalty & CRM campaigns to assess impact on customer lifetime value
  • Working collaboratively and effectively in a group dynamic often virtual, proficient in agile ways of working
  • Communicating with senior stakeholders, being credible and proactive
  • Framing, structuring, and sharing intellectual property, with the ability to write clearly and concisely
  • Working creatively and analytically in a time-limited, problem-solving environment
  • Flexibility and bring a curious and creative mindset, open for new things and able to propose innovative ideas
  • Ability to navigate complexity and ambiguity

  • 1-2 years of relevant work experience preferred
  • Bachelor’s degree required, advanced degree preferred, with demonstrated high academic achievement
  • Expertise in relevant Loyalty & Customer Relationship Management
  • Fluency in English
  • Outstanding interpersonal and communication skills to interact with internal and external stakeholder while working in a global collaborative team environment

    Our knowledge and research specialists collaborate with global colleagues across BCG to bring expertise and capabilities to the service of our clients.

    Our team is made up of a diverse pool of knowledge and research positions that allow us to pursue exciting, innovative research careers.


    The Knowledge Team (KT) is a group of functional and / or industry experts leveraging deep domain knowledge to enable insight for case teams and clients.

    KT members are affiliated to BCG Practice Areas, plugged into the strategic agenda, and building and deploying leading-edge IP data tools / assets to deliver insight.

    BCG's Knowledge Team members are staffed on cases and help co-create insights with case teams and clients through expert perspectives on industry trends, delivery of proprietary data or tools in a particular function, and complex research and analysis of market information.

    KT members also support the PA’s business development and proposals and help to organize and codify the knowledge that enables BCG to deliver superior business value for its clients.


    BCG pioneered strategy consulting more than 50 years ago, and we continue to innovate and redefine the industry. We offer multiple career paths for the world’s best talent to have a real impact on business and society.

    As part of our team, you will benefit from the breadth and diversity of what we are doing today and where we are headed next.

    We count on your authenticity, exceptional work, and strong integrity. In return we are committed to supporting you in discovering the most fulfilling career journey possible and unlocking your potential to advance the world.

    Knowledge BCG consists of the Knowledge Team (KT), Data & Research Services (DRS) and Knowledge & Collaboration Solution (KCS).

    KT is a group of experts within respective fields or areas providing industry, functional and geographic expertise to consulting teams.

    KT members are aligned to Practice Areas, sometimes serving as members of case or project teams. KT offers insight into a topic or function derived from BCG’s knowledge base and case / project experience.

    The members of our DRS team work alongside consulting team colleagues to bring advanced research capabilities to support projects and clients.

    KCS team is a cross-functional team equipping BCGers with internal and external knowledge resources and digital collaboration tools, enabling them to work smarter and with increased productivity

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