27 ene
Ey
Xico
Rank: This JD holds good for:
Business Consultant- Manager
Work Experience: Business Consultant with 10+ years of experience (Preferred) can take up opportunities in the business transformation engagements across sales, service, marketing & ecommerce functions with the lens of Customer Experience.
Responsibilities, Skills and Expertise: Act as a trusted advisor in understanding and analysing client's 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 business 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.Ecommerce – Ecommerce strategy, research, analytics, 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.Should be able to engage internal & external stakeholders in workshops to deliver CX & Digital transformations.RFP/ RFI & Proposals: Own and lead writing and responding to winning RFP/ RFI & Proposals addressing Customer Experience, Business Consulting, Digital Transformation, Solution Design.Language proficiency must have - English and Spanish.
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