Job Description

The opportunity

We’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 responsibilities

  • Part of a team of 5-10 professionals undertaking Customer and strategy domain-related projects, finding solutions to create unique and authentic customer experiences

  • Support 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 orals

  • Actively 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 reengineering

  • Undertake 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 etc.

  • Develop the VoC program and support the clients in the roll out of the plan

  • Carry out CX assessment and quantify the CX score and identify a list of initiatives to improve the CX score at an organisational level

  • Design and revamp existing enterprise departments/policies/ procedures related to customers/users for improved efficiency, service quality and customer satisfaction improvement

  • Define the Marketing/Sales organization structure, Service blue printing, Customer segments and sales channels, alignment of business and sales strategy

  • Customer Marketing capabilities such as Channel management, products and service management, customer insights

  • Establish customer experience tracking and measuring metrics such as CSAT, NPS and CES

  • Identify areas of business where digital tools can be used to improve customer experience, such as chatbots, mobile apps, virtual reality etc.

  • Able to work under pressure to meet deadlines; must be able to analyse and prioritize assignments

  • Should 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 success

  • Good 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 clients

  • Participate actively in supporting the Senior Manager in building an industry-focused practice; Specialization in a specific sector will be an added advantage

  • Contribute in the development of intellectual capital in your industry of expertise

  • Be a part of project teams to provide solutions to unstructured problems

    • To qualify for the role, you must have

  • BE/B-Tech/MBA

  • 2-4 years of consulting work experience in Customer Domain projects

  • Strong PowerPoint and presentation skills.

    • Ideally, you’ll also have

  • Project management skills

  • Report writing, Customer handling, Strong interpersonal communication skills and experience in usage of analytical tools/ representations

  • Right attitude to understand and align organizational goals and priorities and assist in the implementation of strategic initiatives

  • Develops deep expertise in specialized research tools, databases and sources; may focus on specific digital and disruptive technologies (, Blockchain, IoT, Artificial Intelligence etc.)

  • Willing to work on Sunday to Thursday working week and support MENA timings (11 AM – PM), as preferred (supporting Middle East Clients)

    • What we look for

  • A Team of people with commercial acumen, technical experience and enthusiasm to learn new things in this fast-moving environment

  • An 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 industries

    • EY | Building a better working world 

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