Rank: this jd holds good for:
business consultant- manager
work experience
business consultant with 10+ year 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
1. 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.
2. preferred with business consulting background with sound knowledge of key enterprise business process, customer touchpoint & journey design, design thinking along with stakeholder management.
3. should be able to contribute practice development, thought leadership and business development activities.
4. either of below domain / function expertise are preferred
a. 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
b. 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.
c. marketing – b2b / b2c digital marketing strategy & roadmap, industry scan & competitor analysis, marketing operating model, marketing automation assessment & strategy, recommendation for technology improvement and investment
d. ecommerce – ecommerce strategy, research, analytics, business case & transformation roadmap
5. 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.
6. good to have vertical & industry experience in cpg & retail, telecom & media (tmt), advance manufacturing, healthcare, and life science, bfsi, or cx consulting services.
7. should be able to engage internal & external stakeholders in workshops to deliver cx & digital transformations
8. rfp/ rfi & proposals: own and lead writing and responding to winning rfp/ rfi & proposals addressing customer experience, business consulting, digital transformation, solution design.
9. language proficiency must have - english and spanish