Rank: This JD holds good for:
Business Consultant- Manager

Work Experience 

Business Consultant with 10+ year experience (Preferred) can take up opportunities in the business transformation engagements across sales, service, marketing & ecommerce functions with the lens of Customer Experience. 

Responsibilities, Skills and Expertise 

1.    Act as a trusted advisor in understanding and analysing client's business problem / vision, conduct current state assessment with business stakeholders via workshop, questionnaire, interview etc, analyse the collected datapoints / artefacts and provide meaningful insights / recommendations for future state design.
 
2.    Preferred with business consulting background with sound knowledge of key enterprise business process, customer touchpoint & journey design, design thinking along with stakeholder management.

3.    Should be able to contribute practice development, thought leadership and business development activities.

4.    Either of below domain / function expertise are preferred 

a.    Sales – B2B / B2C sales strategy, sales planning, lead & funnel mgmt., field & territory mgmt., order mgmt., CRM digital channels, operating models design, channel & touch point analysis, business case & transformation roadmap

b.    Service – customer service strategy, channel strategy: contact centre, digital and self-service, customer experience management, channel & touch point analysis, business case & transformation roadmap, analysis of customer feedback and associated KPI’s.

c.    Marketing – B2B / B2C digital marketing strategy & roadmap, industry scan & competitor analysis, marketing operating model, marketing automation assessment & strategy, recommendation for technology improvement and investment

d.    Ecommerce – Ecommerce strategy, research, analytics, business case & transformation roadmap

5.    Tech/ Tools Skills: Should have solid hands-on experience in Design Collaboration tools (Mural/Miro/PPT/Visio) to build and modify CX Journey flows, Personas, Service Design Flows, Process Flows, etc.

6.    Good to have vertical & Industry Experience in CPG & Retail, Telecom & Media (TMT), Advance manufacturing, Healthcare, and life science, BFSI, or CX Consulting services.

7.    Should be able to engage internal & external stakeholders in workshops to deliver CX & Digital transformations

8.    RFP/ RFI & Proposals: Own and lead writing and responding to winning RFP/ RFI & Proposals addressing Customer Experience, Business Consulting, Digital Transformation, Solution Design.

9.    Language proficiency must have - English and Spanish