Experienced Consultant, Customer Service Strategy

West Monroe is searching for a motivated Service Strategy consultant to join our team as an Experienced Consultant within our Technology & Experience practice. In this role, you'll 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 Solutions practice
• 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