Experienced Consultant, Customer Service Strategy
Experienced Consultant, Customer Service Strategy
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1 Vacancy
Job Description
Are you ready to make an impact
West Monroe is searching for a motivated Service Strategy consultant to join our team as an Experienced Consultant within our Technology & Experience this role youll collaborate with clients to establish the project vision analyze business requirements and create design documentation.
Responsibilities
- Work with clients to understand and identify issues and objectives for improving service experience for their customers
- Help Identify and document requirements and create design documentation for an implementation
- Help create business cases and quantify value of improvements in a service organization (people process technology)
- Develop and articulate vision statements strategies objectives key results and roadmaps
- Support the development and enhancement of methodologies and client-delivery approaches for Service Excellence within our Customer Solutionspractice
- Collaborate with technical resources to define solutions
- Create current- and future-state process maps outlining recommendations for optimization
- Identify issues and risks develop and execute mitigation strategies and communication plans: escalate and monitor project issues to resolution
Qualifications
- Minimum of 1 year of consulting experience in Customer Experience Customer Service Help Desk or Contact Centers. Industry experience in healthcare financial services and high tech is preferred
- Experience working in customer service organizations and can diagnose problems and provide recommendations.
- Experience working with omnichannel technologies and platforms
- Proficient in Microsoft Office tools and collaboration tools such as Zoom
- Strong written and verbal communication skills; ability to cater messages to a range of audiences; especially the ability to communicate effectively to senior leaders and executives
- Ability to manage multiple tasks and contribute in a fast-paced team-oriented environment
- Show a commitment to inclusion and diversity as well as openness to new ideas and perspectives
- Ability to travel to client-site 30-50%
- Hybrid role: 1 to 2 days a week in office
Based on pay transparency guidelines the salary range for this role is listed below. Information on our competitive total rewards packageincluding our bonus structure and benefits ishere. Individual salaries are determined by evaluating a variety of factors including geographyexperience skills education and internal equity.
Employees (and their families) are covered by medical dental vision and basic life insurance. Employeesare able toenroll in our companys 401k planpurchase shares from our employee stock ownership program and be eligible toreceive annual bonuses. Employees will also receive unlimited flexible time offand ten paid holidays throughout the calendar year. Eligibility for ten weeks of paid parental leave will also be available upon hire date.
Other consultancies talk at you.
At West Monroe we work with you.
Were a global business and technology consulting firm passionate about creating measurable value for our clients delivering real-world solutions.
The combination of business and technology is not new but how we bring them together is unique. Were fluent in both. We know that technology alone is not the answer but how we apply it is. We rely on data to constantly adapt and solve new challenges. Actions that work today with outcomes that generate value for years to come.
At West Monroe we zero in on the heart of the opportunity getting to results faster and preparing people for whats next.
Youll feel the difference in how we work. We show up personally. Were right there in the room with you co-creating through the challenges. With West Monroe collaboration isnt a lofty promise but a daily action. We work together with you to turn vision into clear action with lasting impact.
West Monroeis an Equal Employment Opportunity Employer
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit experience and potential without regard to race color national origin sex sexual orientation gender identity marital status age religion disability veteran status or any other characteristic prohibited by federal state or local law. To learn more about diversity equity and inclusion at West Monroe visit If you require a reasonable accommodation to participate in our recruiting process please inquire by sending an email to .
Please review our current policy regarding use of generative artificial intelligence during the application process.
If you are based in California we encourage you to read West Monroes Notice at Collection for California residents provided pursuant to the California Consumer Privacy Act (CCPA) and linkedhere.
Required Experience:
Senior IC
Employment Type
Full Time
