Customer Transformation Senior Consultant/Manager
We are seeking a dynamic and experienced Customer Technologist (Process/BA/Product Owner/Management) to join our Business Consulting – Customer Technology. You will collaborate with clients to scope, design, and implement customer technology/innovation solutions to drive optimal business decisions and outcomes.
Key responsibilities include:
* Participating in the full project lifecycle from initial research and business case development to project planning, execution, and close-out.
* Utilising skills in technology, product management, and agile implementation support.
* Performing business analysis tasks such as requirements gathering, prioritisation, and data analysis.
* Engaging with senior client stakeholders to drive business outcomes by facilitating workshops and collaborating on projects.
* Analysing and defining business and customer requirements through stakeholder engagements, process reviews, user story writing, product backlog development/support.
* Working with developers, designers, business analysts, and testers to deliver customer-centred technology solutions, digital transformations, and design-led innovation.
* Supporting the development and implementation of front office/customer-facing transformation, omnichannel transformation, and CRM implementation projects.
* Conducting business analysis and presentation activities, including requirements gathering, prioritization, and delivery plans.
* Designing and optimising business processes, including Lean and Process Improvement methodologies and process mapping.
* Leveraging data to provide companies with fresh insights, empowering the creation of personalised customer experiences.
Skills and attributes for success:
* Excellent analytical and problem-solving skills.
* Strong communication and interpersonal skills.
* Ability to think critically and challenge existing processes.
* Familiarity with business process modelling tools, CRM platforms, and Agile methodologies.
* Basic understanding of Lean, Six Sigma, and Agile principles.
* Commitment to continuous learning and improvement in business process design and optimisation.
To qualify for the role, you must have:
* A minimum of 4-5 years of experience in customer experience at Senior Consultant Level or 6-7 years at Manager level.
* Experience in consulting or a related field.
* Excellent communication and interpersonal skills.
* Ability to think critically and challenge existing processes.
What Working At EY Offers:
* Competitive remuneration package.
* Flexible working arrangements.
* Continuous learning opportunities.
* Diverse and inclusive culture.
Join us in building a better working world.