Consultant, Service Excellence

ROLE: Consultant, Service Excellence LOCATION: Bengaluru, Mumbai, New Delhi, Hyderabad BUSINESS: Customer & Marketing ENTITY: USI (India Offices of the U.S) ABOUT THE TEAM (CSAD): Customer Strategy and Applied Design (CS&AD) offering, as part of Customer & Marketing portfolio, helps companies address the entire range of top management challenges including pursuing new growth opportunities, customer engagement and service strategies, channel strategies, pricing strategies, as well as marketing and sales strategies and efficiencies. With extensive industry relationships and insights, we assist clients in identifying opportunities to optimize resources and maximize value across the entire customer journey, spanning various channels, customer segments, and experiences. Through testing and learning, we determine the most valuable path, whether it involves launching a new business, pricing a service, targeting a different customer group, or exploring a new channel. We aid clients in defining their future customer operating model, encompassing roles, processes, structures, and technology platforms, all aimed at generating business value. Our work positions us at the forefront of numerous complex and unique C&M deals, bringing a business value perspective to all aspects of C&M operations. ABOUT Customer & Marketing: The Customer & Marketing offering portfolio integrates our most differentiated, globally recognized customer and marketing businesses. It focuses on owning the commercial agenda through growth strategy, enhanced user experiences, and engagement through the entire customer lifecycle. JOB DESCRIPTION: We are seeking someone who possesses a unique blend of business strategy and ability to leverage modern technology solutions to help clients develop optimal customer service solutions; define value propositions and strategic imperatives that can drive topline (sales enhancement, customer growth, customer experience enhancement) and bottom-line improvements (operational efficiencies across people, process and technology). An ideal candidate will need to work in close collaboration with US teams to implement best-in-class solutions that generate significant impact for its clients, design customer journeys, service delivery models, customer experience, contact center operations, contact handling technologies, field service, omni-channel strategy, workforce management design and identify key performance indicators. This role demands a critical and strategic thinker who keeps abreast of emerging trends in business and customer service strategy and can work collaboratively with cross-functional teams to ensure seamless integration of solutions into broader business mandates. KEY RESPONSIBILITIES: 1. Assess client's customer service and experience capabilities and work with key stakeholders to ideate the future of customer service organization including delivery model design, processes and technology landscape assessments to drive top-line and bottom-line improvement objectives. 2. Define and prioritize capabilities and initiatives across people, process and technology to get to the future state, including feasibility models, business case design etc. 3. Design and deliver the capabilities needed for modern, digitally enabled customer service capabilities including messaging apps, chatbots, texts (SMS), emails and social media platforms. 4. Improve operational efficiencies through process redesign and actionable, data-driven insights from service performance assessment. 5. Enable omni-channel customer service strategy through implementing comprehensive and integrated business and technical solutions. 6. Own and manage end-to-end service transformations (CCaaS, CAI, FSM etc.) from discovery to deployment stage including stakeholder management, requirement gathering, target state design, migration planning, testing strategy, change control and risk mitigation planning.

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