EY Business Consulting - Customer Experience Consultant Staff E 

India, Kerala, Kochi 

631182197

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 (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 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 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.