Managing Strategy & Transformation Consultant
- Lead strategy and transformation initiatives for Customer Service in Financial Services, from problem definition through execution planning and value realization
- Develop and execute enterprise, domain, or functional strategies aligned to business objectives
- Apply experience and service design principles to redesign customer, employee, and agent journeys
- Identify and shape improvement opportunities where digital, data, or AI capabilities can enhance outcomes
- Design future-state operating models, workflows, and governance structures to support new ways of working
- Analyze business and operational data to identify performance gaps and improvement opportunities
- Own project plans, deliverables, timelines, budgets, and risk management
- Lead and mentor teams while managing senior stakeholder relationships
- Drive clear executive communication through structured narratives and presentations
- 6 to 8 years of experience in strategy, transformation, or consulting roles within complex organizations
- Proven experience with Customer Service consulting advisory, including with contact centers and conversational AI
- Proven experience leading workstreams or engagements from strategy through execution planning
- Strong experience applying experience design concepts to business, operating model, or technology change
- Working knowledge of digital and AI-enabled solutions and how they are applied in enterprise contexts
- Strong analytical, problem-solving, and executive communication skills
- User Experience Analytics Tools: Experience with user experience analytics tools to measure and analyze user behavior, preferences, and pain points, informing user experience strategies and design decisions.
- Human-Centered Design Methodologies: Experience in applying human-centered design methodologies to craft user experiences that drive customer satisfaction and loyalty, while meeting business objectives and user goals.
- Emerging Technology Trends: Experience with emerging technology trends, such as artificial intelligence, augmented reality, and voice interfaces, to identify opportunities for innovative user experience solutions.
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