Senior Service Transformation Consultant

Job Summary

CX/Service Transformation for Global Insurance and Financial Services Clients.

Primary Skills and Expertise

• Define customer and service transformation strategy
• Design customer service experience, end to end customer journey mapping, AI led service models
• Define service operating models, process, service capabilities, performance management and governance for customer lifecycle including sales, onboarding, service and retention
• Omni-channel transformation define the role of physical, digital and hybrid channels and create seamless customer and influencer journeys
• Understanding of key Customer Service and Experience related metrics and leading-lagging indicators such as NPS, CSAT, etc.
• Identify use cases where digital, data and AI can transform service and channel performance.
• Work with client and internal teams to design and implement solutions (e.g., digital tools, self service portals, personalization engines, next best action models, performance dashboards etc.).

Your Key Responsibilities

• 6 - 8 years of experience in the above-mentioned skills and expertise for global Insurance and financial services clients
• Hands-on experience with any of the market leading CRM / BPM tools.
• Strong analytical skills: ability to interpret data and make data-driven decisions.
• Excellent communication, storytelling, writing, and editing skills. Ability to engage and influence senior stakeholders.
• Act as a trusted advisor in understanding and analysing client's business problem / vision, conduct current state assessment with business stakeholders via workshop, questionnaire, interview etc, analyse the collected datapoints / artefacts and provide meaningful insights / recommendations for future state design.
• Preferred with business consulting background with sound knowledge of key Insurance business process, customer touchpoint & journey design, design thinking along with stakeholder management.
• Should be able to contribute to practice development, thought leadership and business development activities.
• Should have solid hands-on experience in Design Collaboration tools (Mural/Miro/PPT/Visio) to build and modify CX Journey flows, Personas, Process Flows, etc

Skills and attributes for success

• Ideally, either you have delivered multiple CX/Service transformation engagements as part of consulting organization or have worked in Insurance carriers CX / Service operation / CRM department steering such transformations end to end.
• We are looking for candidates with Tier 1/Tier -2 MBA with significant industry or consulting experience in Insurance domain for CX/Service transformation.