Senior Service Transformation Consultant
Ernst Young · Bengaluru · onsite · Posted 44d ago
Undisclosed6–8 yrsfulltimeSourced from
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About this role
Job Summary
CX/Service Transformation for Global Insurance and Financial Services Clients.
Primary Skills and Expertise - Define customer and service transformation strategy
- Design customer service experience, end to end customer journey mapping, AI led service models
- Define service operating models, process, service capabilities, performance management and governance for customer lifecycle including sales, onboarding, service and retention
- Omni-channel transformation define the role of physical, digital and hybrid channels and create seamless customer and influencer journeys
- Understanding of key Customer Service and Experience related metrics and leading-lagging indicators such as NPS, CSAT, etc.
- Identify use cases where digital, data and AI can transform service and channel performance.
- Work with client and internal teams to design and implement solutions (e.g., digital tools, self service portals, personalization engines, next best action models, performance dashboards etc.).
- 6 - 8 years of experience in the above-mentioned skills and expertise for global Insurance and financial services clients
- Hands-on experience with any of the market leading CRM / BPM tools.
- Strong analytical skills: ability to interpret data and make data-driven decisions.
- Excellent communication, storytelling, writing, and editing skills. Ability to engage and influence senior stakeholders.
- 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 Insurance business process, customer touchpoint & journey design, design thinking along with stakeholder management.
- Should be able to contribute to practice development, thought leadership and business development activities.
- Should have solid hands-on experience in Design Collaboration tools (Mural/Miro/PPT/Visio) to build and modify CX Journey flows, Personas, Process Flows, etc
- Ideally, either you have delivered multiple CX/Service transformation engagements as part of consulting organization or have worked in Insurance carriers CX / Service operation / CRM department steering such transformations end to end.
- We are looking for candidates with Tier 1/Tier -2 MBA with significant industry or consulting experience in Insurance domain for CX/Service transformation.
Sourced from naukri
Skills
Customer ServiceCSATBusiness Consultingcrmanalytical thinkingdesign collaborationbusiness processdata privacyamazon web servicesBpmCustomer Journey MappingAnalyticsCapital MarketsBusiness DevelopmentBusiness TransformationAccountingArtificial Intelligence
About Ernst & Young
Ernst Young
Management Consulting
44k+
employees
2002
24 years old
Gurgaon / Gurugram, Haryana
India
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