Business Consultant, Analista de datos

Business Consultant

Department: Delivery

Employment Type: Full Time

Location: Madrid

At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the world's largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe's fastest-growing providers of CX transformation solutions, we're committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic Business Consultant to join our Team.

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

The Business Consultant will join our customer service bot/AI agent development team for contact center environments
, supporting the full lifecycle—
requirements, design, development, unit & integration testing, deployment, and post‑production support
. You will translate business goals into measurable AI/automation outcomes, own value cases and KPIs, drive adoption and change, and ensure regulatory and operational readiness across channels (voice/chat/messaging).

You will be part of the customer service bots/AI agents business team. This team covers all phases of the project life cycle: requirements gathering, design, development, unit testing, integration testing, deployment, and post-production support.

• Lead discovery & requirements elicitation: Facilitate stakeholder workshops to define scope, prioritize use cases, and capture business and functional requirements for bot/AI service automation.
• Conduct advanced UX/CX assessments: Map as-is/to-be journeys, diagnose pain points, and identify automation opportunities; define KPIs (e.g., containment rate, FCR, CSAT/NPS, AHT, deflection, resolution time).
• Evaluate current-state technologies & architecture: Assess platforms (LLM/NLU/NLP), orchestration/dialog management, knowledge/RAG, analytics, and integrations (CRM, ITSM, CCaaS, telephony, channels) to surface gaps, risks, and constraints.
• Design target-state solutions & roadmaps: Propose alternative architectures and technology options, channel strategies, and governance; sequence delivery into a pragmatic roadmap aligned to business outcomes.
• Build business cases & financial models: Quantify value (cost-to-serve reduction, SLA improvements, revenue protection/upsell), estimate TCO, ROI, and payback; run scenario and sensitivity analyses.
• Author & present consulting deliverables: Produce executive‑ready assessment reports and transformation proposals with clear recommendations, architecture alternatives, and economic impact; deliver client presentations.
• Translate strategy into delivery artifacts: Create epics/user stories, acceptance criteria, and non-functional requirements; align test strategies (unit, integration, UAT) to business KPIs and success criteria.
• Oversee end-to-end implementation: Coordinate across design, engineering, and QA; manage risks/dependencies; support deployments and hypercare to stabilize performance post go‑live.
• Establish measurement & continuous optimization: Define analytics and monitoring (dashboards, alerts), run A/B tests and tuning cycles (intent coverage, model precision/recall), and drive iterative improvements to CX and KPIs.
• Drive change management, compliance & adoption: Plan comms, training, and support…