Consultant/Senior Consultant - Service Strategy - IIM/ISB/MDI/FMS

Education:

• MBA from a premier school in India or abroad

Must Have Skills/Project Experience/Certifications:

• The ideal candidate shall possess 2-4 years of deep content expertise around areas of customer service, contact center operations and field service management along with strong industry experience and good analytical skills to be part of the Service Strategy, Design and Measurement practice.
• Experience in strategy consulting from consulting firms, Big 4 firms, experience within the Service Excellence and customer experience departments across Insurance, Life Sciences, Telecommunication, Media & Technology, Banking preferable.
• Demonstrated understanding of the adoption of technology and its impact to future operating models and organizational structures preferable.
• Managing the pace and delivery of projects including coordination with key project stakeholders, reporting key findings and contributing to the wider business unit through business development, knowledge sharing and other activities.
• A strong foundation in delivering actionable, data-driven insights with good exposure on complex data sets, performing quantitative analysis and synthesizing and presenting insights and recommendations from data.

Good to Have Skills/Project Experience/Certifications:

• Exposure to working in non-India Geographies (preferably US) and/or interacting with global stakeholders.
• In addition to the core consulting and analytical skills, it is important that the candidate has post-masters experience in Customer Service domain:

1. Experience in one or more of the following areas: customer and agent journey mapping, service delivery model design, customer experience improvement, Net Promoter Score (NPS), customer service operations (contact centers, field service) and technology, performance measurement, workforce management, omni-channel engagement, Conversational AI, Cloud communication platforms for customer engagement, speech analytics & automated quality management, case management, CRM systems.