Business Consulting - Customer Experience - Consultant - Staff - E

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.EY Business Consulting –– Customer Experience –ConsultantAs part of our Business Consulting team, you will help clients with their Customer/User experience transformation and strategy projects, evaluate current processes/functions and develop their future state/roadmap, re-design the operate model, business process re-engineering etc Working with a regional and global team, you will help our clients’ transition to customer-centric business models and become trusted organizations to their customers. We work with our clients to find innovative solutions that create transparent and authentic customer experiences.The opportunityWe’re looking for a Consultant with expertise in Customer domain projects to join the group of our Business Consulting Team. This is a fantastic opportunity to be part of a leading firm whilst being instrumental in the growth of a finance domain service offerings.Your Key ResponsibilitiesPart of a team of 5-10 professionals undertaking Customer and strategy domain-related projects, finding solutions to create unique and authentic customer experiencesSupport the practice in winning in the market by leading/supporting end-to-end development of proposals for CX or consulting related opportunities and be part of the client oralsActively build consulting opportunities in the customer space across different sectors like Government & Public sector, Banking, Insurance, power & utilities.Design CX Strategy, Target operating model design and Business process reengineeringUndertake CX transformation projects wherein you will benchmark and develop the To-be journey maps, personas, communication plan, CX initiatives and roadmap, Experience prototyping, Journey automation etcDevelop the VoC program and support the clients in the roll out of the planCarry out CX assessment and quantify the CX score and identify a list of initiatives to improve the CX score at an organisational levelDesign and revamp existing enterprise departments/policies/ procedures related to customers/users for improved efficiency, service quality and customer satisfaction improvementDefine the Marketing/Sales organization structure, Service blue printing, Customer segments and sales channels, alignment of business and sales strategyCustomer Marketing capabilities such as Channel management, products and service management, customer insightsEstablish customer experience tracking and measuring metrics such as CSAT, NPS and CESIdentify areas of business where digital tools can be used to improve customer experience, such as chatbots, mobile apps, virtual reality etcAble to work under pressure to meet deadlines; must be able to analyse and prioritize assignmentsShould have worked as a consultant in transformation and optimization assignments in Industries like GPS, RHC, Sports and Media, Energy, Oil & Gas, Telecom, Telecommunications and Media will be valuable for the role.Skills And Attributes For SuccessGood Research skills, report writing skills and exposure to analytics and various research tools will be a necessary expectation of this role.Exposure or experience in Digital solutions in Customer/CRM/User-centric programs/ functions will be an added advantage.Have a good fundamental understanding of Customer domain and functioning.Support business development activities through both leading/participating in pursuits and developing strong relationships with existing clientsParticipate actively in supporting the Senior Manager in building an industry-focused practice; Specialization in a specific sector will be an added advantageContribute in the development of intellectual capital in your industry of expertiseBe a part of project teams to provide solutions to unstructured problemsTo qualify for the role, you must haveBE/B-Tech/MBA2-4 years of consulting work experience in Customer Domain projectsStrong PowerPoint and presentation skills.Ideally, you’ll also haveProject management skillsReport writing, Customer handling, Strong interpersonal communication skills and experience in usage of analytical tools/ representationsRight attitude to understand and align organizational goals and priorities and assist in the implementation of strategic initiativesDevelops deep expertise in specialized research tools, databases and sources; may focus on specific digital and disruptive technologies (e.g., Blockchain, IoT, Artificial Intelligence etc)Willing to work on Sunday to Thursday working week and support MENA timings (11 AM – 8.30 PM), as preferred (supporting Middle East Clients)What We Look ForA Team of people with commercial acumen, technical experience and enthusiasm to learn new things in this fast-moving environmentAn opportunity to be a part of market-leading, multi-disciplinary team of business consultant professionals, in the integrated global business worldwide.Opportunities to work with EY Business Consulting practices regionally/globally with leading businesses across a range of industriesEY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.