Senior Manager - XD Customer Experience
EY
Bengaluru, KA, IN
1d ago

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.

Work Experience

The role is for an experienced hand-on Customer Experience Senior Manager who can Customer Experience practice growth for Business & Experience Design areas.

Responsibilities, Skills and Expertise

Customer Experience (CX) Consulting

  • Responsible for Consulting Practice Growth and business numbers for any 2 international engagement regions (US / UKI / Europe / ANZ / APAC)
  • Responsible for driving Team Growth and management for the Consulting lines w.r.t to CX for functions (marketing, sales / CRM, eCommerce. Products)
  • Responsible for growing billability, CX team penetration across EY firms, Industry lines and Service lines globally
  • Responsible for Business Development Office : Proposals & RFPs and driving penetration within accounts globally. Should have excellent skills in creating winning proposals / RFPs and working with senior stakeholders in a Consulting ecosystem.
  • Act as a trusted advisor to Consult on client's business requirements, CX to UX needs and aspirations enabling clients to understand the Art-of-the-possible for CX transformations, GTM with products, CRM Transformations in Marketing, eCommerce, Sales etc.
  • Work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across -Marketing, Sales, eCommerce & Customer Service Touchpoints, Digital Transformation Roadmaps.
  • Should have expertise in CX Journey design, CX Analytics, Digital Platforms & products in the CRM space of Marketing, Sales, eCommerce & Customer Service.
  • Hands on experience in identifying & building Customer Journeys (across multiple Digital & Physical touchpoints) especially Marketing, Sales & eCommerce Journeys of B2C / B2B Customers
  • Bring in digital Customer Experience (CX) capability assessment expertise and help build and refine Consulting Frameworks.
  • Research : Should be able to do hands-on Research to drive Innovation, identify and pick up latest trends, best practices, frameworks, business to users’ digital interactions and habits and move them into CX practice as framework components.
  • Vertical & Industry Experience in Consumer Industries or Retail, eCommerce, Telecom, BFSI, Product organisations or CX Consulting services.
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