Business Consulting – Customer Transformation
We help clients transform their customer-facing commercial functions and business outcomes through developing and implementing CX strategies, operating models, digital solutions, user-centric services, and optimised products, experiences, marketing and sales.
We create changes in clients' operations, digital capabilities, channels, product-service systems and customer connections, radically transforming the customer experience and fostering long-term, sustainable growth. We refine organisations' sales, marketing, and service approaches to drive better financial results.
The Role:
We are seeking a dynamic and experienced Customer Technologist to join our Business Consulting – Customer Technology team. You will collaborate with clients to scope, design, and implement customer technology/innovation solutions to drive optimal business decisions and outcomes.
Your Key Responsibilities:
* Participate in the full project lifecycle (waterfall, hybrid, agile) from initial research and business case development to project planning, execution and close-out in customer facing role.
* Utilise your skills in the areas of 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.
* Effectively analyse and define business and customer requirements through stakeholder engagements, process reviews, user story writing, product backlog development/support.
* 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.
* Conduct business analysis and presentation activities, including requirements gathering, prioritization, and the development of delivery plans.
* Design and optimize 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.
* Support the implementation of digital and CX transformation strategies.
Skills and Attributes for Success:
* Analytical & Problem Solving Skills: Ability to analyze and interpret data to identify trends and insights.
* Problem-Solving Skills: Excellent analytical and troubleshooting skills to address business process issues and develop effective solutions.
* 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.
* Organisational Skills: Strong organisational skills to manage multiple tasks and projects simultaneously.
* Customer Focus: Understanding of customer needs and the ability to design processes that enhance customer experience.
* Stakeholder Engagement: Ability to engage with stakeholders at various levels to gather requirements and feedback.
About Us:
We offer a competitive remuneration package, comprehensive benefits package including support for flexible working and career development, and opportunities to develop new skills and progress your career. Our range of benefits include Hybrid Working, Pension/Discounted Health Insurance, Web Doctor, Purchase of Additional Annual Leave, Free Gym Membership, Travel Pass, Maternity & Paternity Leave, Bike to Work Scheme, Referral Bonuses & Recognition Awards, and Tech MBA paid by EY.