Senior Consultant, Customer Transformation - Customer Technology
We are seeking a dynamic and experienced customer technologist to join our Business Consulting – Customer Technology team.
Your Key Responsibilities:
* Participate in the full project lifecycle from initial research and business case development to project planning, execution and close-out in a customer-facing role.
* Utilise your skills in technology, product management, and agile implementation support.
* Perform business analysis tasks such as requirements gathering, prioritisation, and data analysis.
* Engage with senior client stakeholders to drive business outcomes by facilitating workshops and collaborating on projects aimed at enhancing organisational results and customer experience.
* Work with developers, designers, business analysts, and testers to deliver customer-centred technology solutions, digital transformations, and design-led innovation.
* Support the development and implementation of front office/customer-facing transformation, omnichannel transformation, and CRM implementation projects.
* Design and optimise business processes, including Lean and Process Improvement methodologies and process mapping.
* Leverage data to provide companies with fresh insights, empowering the creation of personalised customer experiences.
Skills and Attributes for Success:
* Analytical & Problem Solving Skills: Ability to analyse and interpret data to identify trends and insights.
* Communication Skills: Excellent verbal and written communication skills to interact with stakeholders and present findings clearly.
* Attention to Detail: High level of attention to detail to ensure accuracy in process documentation and analysis.
* Technical Proficiency: Familiarity with business process modelling tools and software (e.g., Microsoft Visio), CRM platforms (e.g. Microsoft Dynamics, Salesforce etc.) and tools to support the role of Product Owner (e.g. Microsoft Azure).
* Project Management: Basic understanding of project management principles and agile methodologies.
* Collaboration: Ability to work effectively in a team environment and collaborate with cross-functional teams.
* Customer Focus: Understanding of customer needs and the ability to design processes that enhance customer experience.
To qualify for the role, you must have:
* A minimum of 4-5 years of experience in customer experience at Senior Consultant Level.
* Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
* Ability to think critically and challenge existing processes to identify areas for improvement.
* Brief knowledge of Lean, Six Sigma and Agile principles and methodologies.
* Excellent presentation and facilitation skills.
* Understanding of Martech, CRM platforms (SF, SAP, Microsoft dynamics etc.), CPQ and data & analytics.
* Understanding of digital and emerging technology.
* Commitment to continuous learning and improvement in business process design and optimisation.
* Product Owner/ Scrum Master/ Product Manager delivery experience applying agile and waterfall methodologies.
We offer a competitive remuneration package, flexible working arrangements, and comprehensive benefits including career development opportunities.