Service Manager - Business Design -Proactive hiring

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Business Design Consultant

Business Design Consultant can take up opportunities in the business transformation engagements across sales, service, marketing pricing functions with the lens of Customer Experience.

Responsibilities, Skills and Expertise

• Act as a trusted advisor in understanding and analysing clients 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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