Consultant to Manager, Capabilities, Customer
Core
Define the future of customer experience, redesign service organizations, and deliver transformation that improves customer outcomes and operational performance.
Role type
Senior IC management consultant (customer experience & service transformation)
Builds
Customer experience strategies, service design solutions, contact center transformations, and AI-enabled service models for enterprise clients.
Domain
Management Consulting / Customer Experience / Service Operations
Deliverable
client delivery
Required skills
Customer strategy and visioning, service design and journey mapping, contact center transformation, AI and automation strategy, stakeholder management, structured problem-solving, transformation delivery leadership
Preferred skills
CRM and CCaaS platform experience, operational excellence, data analytics
Technologies
AI, automation, CRM, CCaaS
Responsibilities
Define Customer Experience North Stars, design connected customer experiences across channels, reimagine contact center roles, shape AI strategies for service, lead complex transformation programs, facilitate workshops with senior leaders
Seniority
Senior to Manager, hands-on IC with strategic scope
