Executive Job Description | Financial Services
Customer Experience Consulting Opportunity
Top 4 Global Management Consulting Firm
Position Description
Client Overview
Our client is one of the top 4 global management consulting firms with a prestigious market and top quality employment reputation. They serve leading firms with integrated business, operations, and information technology strategy consulting services. They seek to help clients solve their toughest problems working on a collaborative basis to help them achieve their objectives and delivering enduring results.
They are expanding their Financial Services Practice and are seeking proven financial service customer experience consultants with top tier or boutique strategy consulting as well as Big 4 consulting organizations to join their team. They are seeking consultants that have significant customer experience consulting experience in the financial services arena that wish to further enhance their consulting careers working on critical and high impact assignments with major financial service organizations and have the full support of a quality consulting organization. These positions will be based in New York City, Chicago, Atlanta, and San Francisco.
Role Description
A Financial Services Customer Experience Strategy Senior Associate serves as a comprehensive Project Manager including Planning, organizing, and driving project execution along with guiding and directing junior team members. They provide thought leadership and creative insights to help identify, clarify, and resolve complex issues critical to clients strategic success. In addition, they serve as the functional IT expert on strategic transformation assignments developing integration strategies and plans for enterprise IT applications, developing key hypotheses and insights; defining and managing all data collection initiatives, structuring sophisticated analyses and managing daily interaction with clients to establish requirements and to ensure assignment progress. They are responsible for interpreting results from multiple project components and translating these findings into clear and compelling recommendations and solutions; ensuring integration of multiple pieces against project goals. A Senior Associate works closely with client team members to generate practical solutions and ensuring clients assume the ownership required for successful implementation as well as developing long-term relationships with existing clients at a senior level; participating in client presentations and proposal writing
Position Qualifications
A Financial Services Customer Experience Senior Associate needs to have the following qualifications:
Over 5 years of relevant functional experience in post-graduate work in a consulting environment including a major strategy firm or boutique, business process reengineering or Big 4 consulting firm, or in an internal consulting capacity showing progressive advancement and a record of achievement
Deep industry or consulting domain knowledge of financial services, including Banking, capital markets, and/or payment products
Customer Experience design including understanding of differentiated experiences by customer type/value including:
o Enterprise level processes and GAP analysis involving Marketing, Sales, Service/Customer Care, Originations, and Fulfillment Lifecycle and workflows
o Risk Assessment and Customer Analytics
Ability to describe clients landscape via scenarios, use cases etc (customer-employee interaction, employee-technology, customer-technology, contact center-IT landscape etc)
Future state business capability and sub-capability design
Multi project/program Business Case Development in Customer Centric Programs
CRM/MDM/Customer Centricity organizational assessment and analysis
Performance management (business and technology KPIs, SLAs, operationalization of metrics etc) and roadmap design
Experience with managing various teams at all project phases
Bachelors degree is required with an advanced degree (MBA, MS) from a leading institution being a plus
In addition, the following qualifications would be valuable for this role:
Technology experience in CRM Technology layers (customer touchpoints, user desktops, business rules, back end integration, data layers etc), Single View of Customer/360° View/MDM, Multi-channel architecture design (integration between branch, call center/phone, web etc), Enterprise architecture design (presentation layer, services layer, integration layer, data layer etc), Telephony, web and network architecture (for marketing campaign execution, lead management, inbound/outbound sales teams, inbound service teams etc), Enterprise data warehouse, Future State Architecture Blueprinting and Roadmap (tied to future state business capabilities)
Experience with third parties/vendor applications for Industry leading players (CRM, Business Process Mgmt, BI and reporting, Middleware, Data warehouses etc), Licensing and cost/benefit models, Application integration concerns and solution approaches, Implementation phasing approaches, Release management approaches, and Implementation plan considerations when systems integrators are involved
Human Capital experience dealing with Customer touch point efficiency and effectiveness (usability, self service, FAQs, user training), Change management communications and design, Employee Recruiting/Hiring/On-boarding, Employee Ongoing Training, Management Training and Leadership Coaching, Employee feedback loops and performance management
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