Expert Consultant (m/w/d) - Digital Customer Journey


Our client is a tier 1 management consulting firm with over 90 offices around the globe that has been continuously redefining the industry for the past decades. They pride themselves in overcoming their clients´ most difficult challenges and securing their greatest opportunities. Our client´s diverse, international team´s mission is to ensure that their clients fully comprehend the significance of digitalization on their business and to support them every step of the way. By offering a wide portfolio of services, including advancing new technologies to aid their core business, strengthening their use of artificial intelligence and establishing new sources of revenue, they assure that their clients succeed in their digital transformation journey and gain a competitive advantage. We are seeking a Expert Consultant (m/w/d) based in Austria, Switzerland or Germany. For a skilled, passionate and ambitious individual, this could be the opportunity for you.

Your responsibilities fall broadly into two areas:
Customer Journey Re-imagination and Re-Design
  • You create end-to-end customer-centric experience designs based on segmentation, persona definition, and touch point mapping
  • You develop approach and run necessary customer research (quantitative and qualitative, incl. ethnographic interviews, focus groups, shop alongs, etc.)
  • You analyze and design supporting operating model, including process improvements and service delivery models
  • You analyze and design technology architecture, including complexity evaluation, high-level data/ decisioning requirements, etc.
  • You evaluate business value from the customer journey transformation and develop strategic roadmap
  • You lead mixed-function teams in journey re-design efforts
Customer Journey based Digital Transformations
  • You serve as mini-PMO for the cross-functional transformation team, including multiple journeys situation
  • You oversee large customer journey technology implementations, incl. vendor selection criteria, elements of project management, etc.
  • You analyze and design transformation-supporting changes to org.structure, budgeting, and other enterprise-level processes
What You'll Bring (Experience & Qualifications)
You're good at
  • You are analytical and structured
  • You have advanced quantitative analysis
  • You have solid business acumen and commercial capabilities
  • You are able to take a creative and an hypothesis driven approach in order to solve complex problems
  • You are willing to travel internationally and to work remotely on client sites
  • You have excellent communication and persuasion skills
  • You are flexible, curious and creative, open for new things and able to propose innovative ideas
  • You are independent and autonomous judgment
  • You have intercultural competence and experience of working in more than one country and/or multi-cultural teams
  • You are driven, hard-working, entrepreneurial, proactive and productive
  • You are passionate about delivering an exceptional customer experience
  • You are fluent in the respective local language and English, other languages would be of added benefit
You bring (Experience & Qualifications)
  • Have a minimum of 5 years of work experience in top level technology advisory or consulting firms, though candidates with excellent technology focused industry backgrounds and 2-3 years of previous consulting experience would also be considered
  • Have consulting or industry experience working with Telecom service providers
  • Have led / played a core role in driving technology projects - owning the project process, content and day-to-day client interactions
  • Have previous experience working with customer journeys and touch point mapping in B2C and/or B2B contexts
  • Have experience with customer research, ethnographic studies and customer segmentation
  • Have experience with leveraging process reengineering (lean/Sigma) methods in digital transformation is preferred
  • Have knowledge of leading customer experience technology platforms e.g. salesforce, MS Dynamics, BPM suites, marketing technology suites preferred
  • Have knowledge of new technology architecture patterns and digital architecture
  • Have knowledge of / exposure to Agile is preferred
  • Have exposure to DevOps tools for implementing digital technologies is preferred
  • Have a strong track record and a close network of professional contacts as key clients within the technology sector
  • Have experience in developing and implementing business driven technology strategies involving quantitative analysis, solution design and implementation support
  • Have experience in a wide range of technology topics: strategy, transformation, organization, outsourcing & sharing, performance management
  • Have strong academics from a top-tier institution
  • Great benefits and salary package
  • Ranked among the 100 best companies to work for (Fortune 100)
  • International environment, where you´ll work with smart and interesting people
  • Equal opportunity employer 
  • Great opportunities to grow

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