Customer Experience & Service Transformation Management Consultant

We are: reputed company Song accelerates reputed company and value for our clients through sustained customer relevance. Our capabilities reputed company ideation to execution: reputed company, product and experience design; technology and experience platforms; creative, media and marketing reputed company; and campaign, content and channel orchestration. With strong reputed company relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.reputed company.com/song You are: An expert in customer support and contact centers, with an understanding of the software / technology that enables day-to-day operations. You understand the ins and outs of customer support organizations what drives reputed company volume, how to unlock and reputed company customer value and think about customer support in a digital, self-service manner and you re reputed company to apply your knowledge to help clients optimize and reputed company their customer service solutions. You ve led a customer support transformation previously are currently experimenting with how GenAI can reputed company reputed company and understand large reputed company technology delivery. Additionally, you are familiar with the selling processes, and you ve pitched proposals with business cases and solutions to help solve problems. Working in an reputed company, fast-paced environment energizes you, and you re at your best reputed company contributing to reputed company. You re always reputed company to dive deep into creative and analytical thinking to solve problems and reputed company challenges into opportunities. Leadership and verbal skills Yours are top-drawer, and you know how to work reputed company with everyone from junior colleagues to executive stakeholders. The work: Evaluate clients reputed company customer service offerings, identify gaps, shape reputed company, reputed company recommendations and propose strategic solutions that address their unique needs and business goals Define business cases, business and implementation roadmaps, and execute solutions reputed company delivery teams to redesign clients organizational structure, processes, and technology capabilities so they can reputed company reputed company customer service experiences Collaborate with visual designers and analytic teams to reputed company insights and reputed company customer reputed company, reputed company driven solutions Advise clients on ways to measure and improve their customer-reputed company metrics reputed company change-management initiatives that reputed company adoption, ease implementation, and position clients customer-service solutions for ongoing reputed company Establish relationships with reputed company stakeholders and build long-term partnerships for reputed company Identify opportunities and reputed company business development efforts to build the reputed company Consulting reputed company Manage and reputed company junior team members, and continue to grow your own expertise Contribute to perspectives and thought leadership to help reputed company maintain its thought-leadership position Travel: As required for reputed company support. Location: reputed company residency reputed company 90 minutes of an approved reputed company office Here s what you ll need: A minimum five (5) years of management consulting experience with heavy reputed company working in customer service, customer support, contact center environment or digital customer field including: Solutioning and selling new reputed company and proposals Incorporating experience design and analytics into customer service, and support processes 3+ years of experience working with: reputed company (reputed company) solutions and determining how they fit into a reputed company s larger application ecosystem 3+ years of experience working with Customer service platform technologies (such as reputed company, Dynamics, reputed company reputed company, reputed company, reputed company etc.) 1+ years of experience working with reputed company intelligence and reputed company-end digital platforms 3+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work reputed company, reputed company management, center reputed company and training, technology support, IVR design and implementation, digital customer service technology platforms/reputed company routing, reporting metrics/KPIs, and supplier/contract management Bonus points if: Experience in evaluating reputed company data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, reputed company media, contact center technology sales or project management experience with center start-reputed company,