Customer Service Strategy Role - IIM/FMS/MDI/XLRI

Hiring: Service Strategy

Looking for strategy professionals to join a premier Service Strategy, Design, and Measurement practice.

Locations: Bengaluru, Hyderabad, Pune, Chennai

Mode: Hybrid (2 days/week from office)

Experience: 2-4 years post-MBA

Education: MBA only from a premier B-School (India/abroad)

Interviews: Weekdays (Virtual)

What We Look For:

• Domain: 2-4 years in customer service strategy, contact center operations, or field service management.
• Background: Strategy consulting experience from Tier-1 or Big 4 firms.
• Industries: Service Excellence/CX in Insurance, Life Sciences, TMT, or Banking.
• Skills: Technology-driven operating models, quantitative analysis of complex data, and executive-ready presentations.
• Delivery: Managing project pace, stakeholder coordination, and business development support.

Work youll do:

Seeking someone who possesses a unique blend of business strategy and the 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.

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.

Position summary:

The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design.