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Experienced Consultant
Service Strategy
Updated on 1/31/2023
Locations
New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Communications
Requirements
  • Minimum of 1 years of consulting experience in Customer Experience, Customer Service, Help Desk, or Contact Centers. Industry experience in healthcare, financial services, and high tech is preferred
  • Experience working in customer service organizations and can diagnose problems and provide recommendations
  • Experience planning for executive workshops and interviews
  • Experience working with omnichannel technologies and platforms
  • Proficient in Microsoft Office tools and collaboration tools such as Zoom
  • Strong written and verbal communication skills; ability to cater messages to a range of audiences; especially the ability to communicate effectively to senior leaders and executives
  • Ability to manage multiple tasks and contribute in a fast-paced, team-oriented environment
  • Show a commitment to inclusion and diversity, as well as openness to new ideas and perspectives
  • Ability to travel to client-site 30-50%
Responsibilities
  • Help identify and document requirements and create design documentation for an implementation
  • Create business cases and quantify value of improvements in a service organization (people, process, technology)
  • Develop and articulate vision statements, strategies, objectives, key results, and roadmaps
  • Support the development and enhancement of methodologies and client-delivery approaches for Service Excellence within Customer Solutions
  • Collaborate with technical resources to define solutions
  • Create current- and future-state process maps outlining recommendations for optimization
  • Identify issues and risks develop and execute mitigation strategies and communication plans: escalate, and monitor project issues to resolution
West Monroe

1,001-5,000 employees

Digital management consulting services
Company Overview
West Monroe's mission is to partner with companies in transformative industries to deliver quantifiable financial value. The company functions in multidisciplinary teams that blend management consulting, digital design, and product engineering to move companies from traditional ways of working to digital operating models—and create experiences that transcend the digital and physical worlds.
Benefits
  • Parental leave
  • Medical coverage
  • Flexible PTO
  • 401(k) plan
  • Company stock purchase program
  • Flexible spending accounts
  • Pre-tax transportation benefits
  • Company-provided & supplemental life insurance
  • Perks & discounts program
  • Short-term & long-term disability insurance
  • Pet insurance
  • Travel bonus program
  • LifeLock group rate
Company Core Values
  • Inclusion and diversity
  • People-first
  • Best client service
  • Best and brightest
  • Stewardship
  • Employee-owned
  • Meritocracy
  • Nimble
  • Fun
  • Practical innovation
  • Social responsibility
  • Integrity
  • Quality over growth