At EY you ll have the chance to build a career as unique as you are with the global scale support inclusive culture and technology to become the best version of you And we re counting on your unique voice and perspective to help EY become even better too Join us and build an exceptional experience for yourself and a better working world for all EY Business Consulting Customer Experience -Consultant As part of our Business Consulting team you will help clients with their Customer User experience transformation and strategy projects evaluate current processes functions and develop their future state roadmap re-design the operate model business process re-engineering etc Working with a regional and global team you will help our clients transition to customer-centric business models and become trusted organizations to their customers We work with our clients to find innovative solutions that create transparent and authentic customer experiences The chance 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 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 Building a better working world 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 Enabled by data and technology diverse EY teams in over 150 countries provide trust through assurance and help clients grow transform and operate Working across assurance consulting law strategy tax and transactions EY teams ask better questions to find new answers for the complex issues facing our world today

📌 Business Consulting-customer Experience-consultant-staff (Kochi)
🏢 EY
📍 Kochi