BC - Business Consultant - Manager - EY GDS

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:
1. 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
2. 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.
3. Marketing – B2B / B2C digital marketing strategy & roadmap, industry scan & competitor analysis, marketing operating model, marketing automation assessment & strategy, recommendation for technology improvement and investment
4. 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.