ROLE SUMMARY The Product Delivery Analyst on the BCG X Merch AI team will play a critical role in delivering, implementing, and supporting BCG's client- and case-team-facing retail apps and agents. He or she will independently own deployments of Merch AI and be responsible for accelerating speed to go-live. The work also includes thinking about improvements to the apps and agents, including tool configuration, development, and how we deploy. The analyst will function as a tooling expert, working in continuous collaboration with BCG practice areas, clients, and consulting teams. Finally, this role will shape our strategic agenda for the retail merchandizing topic together with senior business leaders in our Retail sector and our BCG X unit. Key activities will include gathering requirements from internal and external clients, advising them on best practice usage and configuration, and recommending improvements to optimize the process and impact delivered by the application and agents. The Product Delivery Analyst will also coordinate the sourcing and preparation of data from the client, manage the client infosec processes, oversee deployments by setting up and configuring the application according to the requirements, and train client end users. The role will interact directly with both BCG case team members. The ideal candidate should be able to quickly learn and deliver on the data (science) logic used for our Merch AI offer, understand the retail industry / client context, and learn analytical approaches used to turn data into business insights. A keen interest in technology and AI, as well as strong communications skills are required. YOU'RE GOOD AT - Putting AI and data science into practice; making it work to deliver value in the real world Owning client delivery, driving adoption, ensuring our clients realize value from our solutions Acting as the main point of contact throughout the delivery program Managing complex client situations and ideating / leading issue resolution Working together with BCG teams and retailer clients to understand data and business processes, business requirements, and data structure / challenges Responding to 2nd / 3rd level client inquiries and requests: Troubleshooting, system configurations, service issues Demonstrating a proactive, solution-based approach to enhance client relationships (in meetings, calls, emails, slack, etc.) Building, owning, and driving the overall implementation plan together with client counterparts, including setting and managing client expectations Identifying required changes in client's ways of working and supporting process change management Understanding the client's data situation; coordinate with Data Engineers on how to set up Merch AI Working closely with support resources, DevOps, and Product teams to implement client requirements Merch AI app, algorithm, and agent delivery Leading and overseeing complex deployments of platforms and software; configuring apps to client needs Guiding BCG case teams, client business users, and IT team to enable them to configure, use, monitor, and maintain the application Collaborating with technical team, support resources, and client IT to diagnose and resolve technical and/or non-technical problems, bugs, performance, and other issues Collaborating with peers to construct appropriate training and support plans for the continuation of the customer’s users and deliverables after the implementation goes into production Developing application and agent user guides Documenting, tracking, and monitoring application / agent bugs, latency, and other issues; ensure timely resolution Performing quality control tests and keeping logs of problems, issues, changes, and future enhancements Tracking project progress against agreed KPIs and any contractual obligations Providing product feedback to Data Engineers and dev teams What You'll Bring. Deep expertise in all things tech: Cloud platforms, applications, analytics, and how to deploy software and AI agents Experience in deploying B 2 B apps and agents; providing end-user support, and keeping internal and external clients happy Ideally experience in brick-and-mortar and e-commerce retail organizations (e.g. merchandising, pricing, analytics, etc.) Degree with strong academic achievements in business, economics, computer science, mathematics, or similar Ideally client-facing experience in a Saas environment or tech industry Knowledge in the following fields, technologies, and tools:Strong skills in interpreting data and generating business insights from data using SQL Must be proficient in handling complex datasets and Excel dashboards (pivot tables, writing formulas, etc.) Advanced knowledge of Data visualization tools and techniques using Tableau and Power. BI etc. Working knowledge of Python MS Excel MS PowerPoint KEY COMPETENCIES Customer and business focus A passion for customer success and support is essential Interest in technology / AI and being able to learn quickly regarding tech-heavy topics and tools Able to adjust approach to effectively interact with customers at all organizational and technical levels Focus on excellent customer service and user needs; willingness to go above and beyond to deliver results Able to confidently make decisions and escalate issues and decisions when appropriate Flexibility and openness to ask for help when needed Communication, interpersonal, and teaming skills. Excellent interpersonal and communication skills Fluent written and spoken English Able to adapt communication style to multiple stakeholders and cultures as part of a global team and support product communications (demo, in PowerPoint and directly in proposal pitches etc) Able and willing to give and receive honest, balanced feedback Problem-solving, analytical skills, and decision making Bright, ambitious, solution-oriented self-starter Able to effectively handle difficult and stressful situations with poise, tact and patience, while demonstrating a sense of urgency Able to anticipate, identify, and solve critical problems Flexible, self-motivated, proactive out-of-the-box, and critical thinker Work management, organization, and planning Excellent organizational skills with strong attention to detail; efficient time management; able to prioritize work effectively Independently and proactively communicates issues, priorities, and objectives Able to thrive in a dynamic, fast-paced, demanding environment Values and ethics Demonstrates competence and character that inspires trust Ability to respect all BCG and client information as personal and confidential Work environment Able to perform successfully in a fast-paced, intellectually intense, service-oriented environment and to interpret rules and guidelines flexibly to enhance the business in keeping with BCG’s values and culture The ideal candidate must understand that client demands aren't always between 9-5 pm and be available/flexible where necessary Experience working successfully within a complex matrix-structured organization Able to understand and manage complex reporting relationships and incorporate multiple labor laws and cultures Who You'll Work With. You will be working with clients, the BCG X Merch AI team peers and managers, product managers, BCG case teams, retailer clients, practice area stakeholders, and BCG leadership.