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Customer Experience - Senior
Ernst & Young
posted 1mon ago
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Flexible timing
Key skills for the job
Job Description
- Within Customer and Growth, youll work as part of a high-performing team of problem solvers with extensive consulting and industry experience.
- Lead workstream or be part of large CX projects and find solutions to create unique and authentic customer experiences, bring the best out of the people, process, and technology.
- Involve in the delivery of projects across the end-to-end project lifecycle, from proposal development to project execution and close-out.
- Engage directly with senior client stakeholders to drive business outcomes, including the facilitation of client interviews, workshops, and project governance sessions.
- Work with a global team of experts to develop unique, innovative, and game-changing solutions as well as benefitting from best-in-class operations focused training.
- Engage and ensure processes are fit for purpose, supporting the design, build, and test of the changes and business readiness/training activities.
- Significant opportunities to support in business development activities, creating proposals and participating in solution development thus contributing to organizational revenue and growth.
- Worked in the capacity of Consultant/Senior Consultant in Big 4 s or other consulting firms with good knowledge on the business value chain and extensive experience in the following areas:
- Design and implement Operating Models
- Developing Customer experience transformation strategies
- CX Maturity Assessment
- CX Metrics KPI Development
- Persona Development
- Customer Journey Mapping
- Use Cases User Stories
- Development
- Customer Insights
- Experience Design Improvement
- Survey, NPS, CSAT, CES Design
- Experience in any of the industries like Government Public sector, Infrastructure, Energy, Sports Entertainment, Tourism would be an added value.
- Exposure or experience in digital solutions, automation projects if any will be an added advantage.
- Able to work under pressure to meet deadlines, must be able to effectively prioritize projects - align with team s aspirations.
- Right attitude to understand and align with the organizational goals and priorities.
- Support the Business Transformation leadership in implementing strategic initiatives at team levels.
- Collaborate with other competencies in consulting and ensure organizational goals and priorities are achieved as a team.
Skills And Attributes for Success
To qualify for the role, you must have:
- A passion for people our people are our greatest asset. We need you to be able to part of project teams to bring out the best in our people and help them to develop and grow.
- Ability to build exceptional client relationships our clients are at the centre of what we do. Through the delivery of Customer Experience engagements, you will be responsible for managing key client relationships to make sure that we deliver quality and value.
- Ability to think strategically and to solve complex problems. You will demonstrate strong critical thinking skills focused on developing business solutions, creating logical analysis, assimilating large amounts to complex information, identifying or anticipating issues or challenges.
- Ability to communicate , making complex systems and situations simple to understand. You ll communication visually, verbally and in written reports.
- Ability to manage projects -we help our client solve their complex technology challenges. You will need good project delivery skills to manage and deliver the projects across our key clients.
- Ability to learn new ideas and capabilities rapidly through self-driven learning and research. You ll need to be able to assimilate new ideas and information rapidly.
- Good Research Skills exposure to various research tools and ability to conduct deep level of research on specific topics related to the Business Consulting/ Transformation/ CX engagements.
- Ability to benchmark client requirements against leading practices and identify client pain points and opportunities.
- Good leadership skills to enhance the relationship with key stakeholders and develop new business opportunities.
To qualify for the role, you must have.
- BE/B-Tech/MBA
- 4-6 years of experience in Business Consulting -Customer Experience projects
- Strong PowerPoint and presentation skills
- Experience in usage of analytical tools/ representations
- Report writing, Customer handling, Strong interpersonal communication skills.
- Willing to travel onsite on client assignments.
- Willing to work on Sunday to Thursday working week and support MENA timings (11AM - 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.
Employment Type: Full Time, Permanent
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Flexible timing
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