EY Business design - Customer service transformation Senior Manager 

India, Karnataka, Bengaluru 

145796946

Responsibilities, Skills and Expertise

• Act as a trusted advisor in understanding and analysing client's business problem / vision, conduct current state assessment with business stakeholders via workshop, questionnaire, interview etc, analyse the collected datapoints / artefacts and provide meaningful insights / recommendations for future state design.
• Preferred with business consulting background with sound knowledge of key enterprise business process, customer touchpoint & journey design, design thinking along with stakeholder management.
• Should be able to contribute practice development, thought leadership and busines development activities.
• Either of below domain / function expertise are preferred
  • Sales – B2B / B2C sales strategy, sales planning, lead & funnel mgmt., field & territory mgmt., order mgmt., CRM digital channels, operating models design, channel & touch point analysis, business case & transformation roadmap
  • Service – customer service strategy, channel strategy: contact centre, digital and self-service, customer experience management, channel & touch point analysis, business case & transformation roadmap, analysis of customer feedback and associated KPI’s.
  • Marketing – B2B / B2C digital marketing strategy & roadmap, industry scan & competitor analysis, marketing operating model, marketing automation assessment & strategy, recommendation for technology improvement and investment
  • Ecom – Ecom strategy, operating model, business case & transformation roadmap
• Tech/ Tools Skills: Should have solid hands-on experience in Design Collaboration tools (Mural/Miro/PPT/Visio) to build and modify CX Journey flows, Personas, Service Design Flows, Process Flows, etc.
• Good to have vertical & Industry Experience in CPG & Retail, Telecom & Media (TMT), Advance manufacturing, Healthcare, and life science, BFSI, or CX Consulting services.

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