Job Description

At EY, you\'ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we\'re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Business Design Consultant - Manager

Work Experience

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

Responsibilities, Skills and Expertise

• 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.
• Preferred with business consulting background with sound knowledge of key enterprise business process, customer touchpoint & journey design, design thinking along with stakeholder management.
• Should be able to contribute practice development, thought leadership and busines development activities.
• Either of below domain / function expertise are preferred
• 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
• 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.
• Marketing - B2B / B2C digital marketing strategy & roadmap, industry scan & competitor analysis, marketing operating model, marketing automation assessment & strategy, recommendation for technology improvement and investment
• Pricing - pricing strategy, pricing structure, pricing research, pricing operating model, pricing analytics, business case & transformation roadmap
• 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.
• Good to have vertical & Industry Experience in CPG & Retail, Telecom & Media (TMT), Advance manufacturing, Healthcare, and life science, BFSI, or CX Consulting services.
• Should be able to engage internal & external stakeholders in workshops to deliver CX & Digital transformations
• RFP/ RFI & Proposals: Own and lead writing and responding to winning RFP/ RFI & Proposals addressing Customer Experience, Business Consulting, Digital Transformation, Solution Design.

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