Customer Experience (CX) Senior Consultant with German / French / Dutch
The role is for an experienced hand-on CX Consultant who can take up opportunities in the Customer Experience space from Practice enablement, Proposal to CX Design.
Your key responsibilities
Work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across -Marketing, Sales, eCommerce & Customer Service Touchpoints, Digital Transformation Roadmaps.
RFP / RFI & Proposals : Own and lead writing and responding to winning Customer Experience, Design Experience & UX Design RFP / RFI & Proposals
Research : Should be able to do hands-on research to drive innovation, identify and pick up latest trends, best practices, frameworks, business to users’ digital interactions and habits and move them into CX practice as framework components.
Consulting Workshops : Should be able to engage internal & external stakeholders in CX & UX Workshops to deliver CX & Digital transformations across a mix of Touchpoints, Channels, Devices including Mobility (Apps), Interaction Design across Ecommerce, Web Portals / Websites, Chatbots, Social Apps, AR / VR Applications, Enterprise & SaaS Products.
Skills and attributes for success
Act as a trusted advisor in understanding and analysing client's business requirements, CX to UX needs and aspirations enabling clients to understand the Art-of-the-possible for CX transformations, GTM with products, CRM Transformations in Marketing, eCommerce, Sales etc.
Drive Ideation, Interaction Design around Personas, new design patterns, innovative thinker with Human Centred Design approach.
Understand the limitations of client / internal tech stacks, ecosystems and business model and provide design advice wherever necessary.
Work with UX Leads to take strategy to execution via UX Designs, MVPs / prototypes.
To qualify for the role, you must have
Education : Master's Degree in related field
Proficiency in English and good command of German / French / Dutch (B2+)
4+ years of hands on experience in identifying & building customer journeys (across multiple Digital & Physical touchpoints) especially Marketing, Sales & eCommerce Journeys of B2C / B2B customers
Expertise in CX Journey design, CX analytics, digital platforms & products in the CRM space of Marketing, Sales, eCommerce & Customer Service.
Bring in digital Customer Experience (CX) capability assessment expertise and help build and refine Consulting Frameworks from Strategy to Technology around process, technology, people to enable clients to create enhanced B2C, B2B Customer Journeys as well as Digital Products, Applications & Touchpoints.
Vertical & Industry Experience eg. in Consumer Industries or Retail, eCommerce, Telecom, BFSI, Product organisations or CX Consulting services.
Tech / Tools Skills : Should have solid hands on experience in CX Design collaboration tools to build and modify CX journey flows, processes.
Should be familiar with popular CRM Marketing Automation & Content Management Systems (CMS), e.g., Adobe, Salesforce, Oracle CRM & Marketing Clouds, Adobe AEM, Magneto, SAP Hybris etc.
What we look for
A Team of people with commercial acumen, technical experience and enthusiasm to learn new things in this fast-moving environment
Opportunities to work with EY Advisory practices globally with leading businesses across a range of industries
What we offer
EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations Argentina, China, India, the Philippines, Poland and the UK and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy.
From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines.
In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.
Continuous learning : You’ll develop the mindset and skills to navigate whatever comes next.
Success as defined by you : We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
Transformative leadership : We’ll give you the insights, coaching and confidence to be the leader the world needs.
Diverse and inclusive culture : You’ll be embraced for who you are and empowered to use your voice to help others find theirs.