Job Description
West Monroe is a global business and technology consulting firm searching for a motivated Service Strategy consultant to join their Technology & Experience practice. The Experienced Consultant will collaborate with clients to analyze business requirements, create design documentation, and improve service experiences for customers.
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
Skills
- Minimum of 1 year of consulting experience in Customer Experience, Customer Service, Help Desk, or Contact Centers
- 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
- Industry experience in healthcare, financial services, and high tech
Benefits
- Medical, dental, vision, and basic life insurance
- 401k plan
- Employee stock ownership program
- Annual bonuses
- Unlimited flexible time off
- Ten paid holidays
- Ten weeks of paid parental leave
Company Overview
Company H1B Sponsorship
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