Experienced Consultant, Customer Service Strategy
Are you ready to make an impact?
West Monroe is searching for a motivated Service Strategy consultant to join our team as an Experienced Consultant within our Technology & Experience practice. In this role, you’ll collaborate with clients to establish the project vision, analyze business requirements, and create design documentation.
Responsibilities
- Work with clients to understand and identify issues and objectives for improving service experience for their customers
- Help Identify and document requirements and create design documentation for an implementation
- Help create business cases and quantify value of improvements in a service organization (people, process, technology)
- Develop and articulate vision statements, strategies, objectives, key results, and roadmaps
- Support the development and enhancement of methodologies and client-delivery approaches for Service Excellence within our Customer Solutions practice
- Collaborate with technical resources to define solutions
- Create current- and future-state process maps outlining recommendations for optimization
- Identify issues and risks develop and execute mitigation strategies and communication plans: escalate, and monitor project issues to resolution
Qualifications
- Minimum of 1 year of consulting experience in Customer Experience, Customer Service, Help Desk, or Contact Centers. Industry experience in healthcare, financial services, and high tech is preferred
- Experience working in customer service organizations and can diagnose problems and provide recommendations.
- Experience working with omnichannel technologies and platforms
- Proficient in Microsoft Office tools and collaboration tools such as Zoom
- Strong written and verbal communication skills; ability to cater messages to a range of audiences; especially the ability to communicate effectively to senior leaders and executives
- Ability to manage multiple tasks and contribute in a fast-paced, team-oriented environment
- Show a commitment to inclusion and diversity, as well as openness to new ideas and perspectives
- Ability to travel to client-site 30-50%
- Hybrid role: 1 to 2 days a week in office
Based on pay transparency guidelines, the salary range for this role is listed below. Information on our competitive total rewards package, including our bonus structure and benefits is here. Individual salaries are determined by evaluating a variety of factors including geography, experience, skills, education, and internal equity.
Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan, purchase shares from our employee stock ownership program and be eligible to receive annual bonuses. Employees will also receive unlimited flexible time off and ten paid holidays throughout the calendar year. Eligibility for ten weeks of paid parental leave will also be available upon hire date.
Chicago
$88,400 - $104,000 USD
Other consultancies talk at you.
At West Monroe, we work with you.
We’re a global business and technology consulting firm passionate about creating measurable value for our clients, delivering real-world solutions.
The combination of business and technology is not new, but how we bring them together is unique. We’re fluent in both. We know that technology alone is not the answer, but how we apply it is. We rely on data to constantly adapt and solve new challenges. Actions that work today with outcomes that generate value for years to come.
At West Monroe, we zero in on the heart of the opportunity, getting to results faster and preparing people for what’s next.
You’ll feel the difference in how we work. We show up personally. We’re right there in the room with you, co-creating through the challenges. With West Monroe, collaboration isn’t a lofty promise, but a daily action. We work together with you to turn vision into clear action with lasting impact.
West Monroe is an Equal Employment Opportunity Employer
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law. To learn more about diversity, equity and inclusion at West Monroe, visit www.westmonroe.com/inclusion. If you require a reasonable accommodation to participate in our recruiting process, please inquire by sending an email to recruiting@westmonroe.com.
Please review our current policy regarding use of generative artificial intelligence during the application process.
If you are based in California, we encourage you to read West Monroe’s Notice at Collection for California residents, provided pursuant to the California Consumer Privacy Act (CCPA) and linked here.
Create a Job Alert
Interested in building your career at West Monroe ? Get future opportunities sent straight to your email.
Apply for this job
*
indicates a required field