(Senior) Consultant Customer Experience - Financial Services (w/m/d)
Core
Shape customer experiences and drive transformation processes for financial services clients (banks, insurers, asset managers) by optimizing customer journeys, implementing CRM/tech platforms, and evaluating GenAI/Agentic AI use cases.
Role type
Senior Consultant, Customer Experience & Digital Transformation
Builds
Customer-centric experiences, CRM/Customer Data platform implementations, and AI-driven service/sales solutions for financial institutions
Domain
Financial Services, Customer Experience, Digital Transformation, Generative AI
Required skills
Customer journey mapping, Service blueprinting, CRM platform implementation, GenAI/Agentic AI evaluation, Workshop facilitation, Strategic analysis
Preferred skills
Experience in financial services, Knowledge of Adobe/Microsoft ecosystems, Thought leadership in CX
Technologies
Adobe, Microsoft, GenAI, Agentic AI, CRM platforms
Responsibilities
Design and optimize customer journeys across all channels, Translate business requirements into CRM and customer data platform solutions, Identify and evaluate data and AI-driven use cases for personalization and next best action, Prepare workshops and present strategic recommendations for transformation projects, Contribute to team development through thought leadership and knowledge building
