Senior Service Transformation Consultant

EY; Bengaluru; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

EY is seeking a CX/Service Transformation expert to lead end-to-end journeys for global Insurance and Financial Services clients in Bengaluru. You will shape customer experiences, map journeys, and define operating models for lifecycle stages including sales, onboarding, service and retention.

The role requires hands-on CRM/BPM experience, strong analytics, and the ability to influence senior stakeholders. A consulting background and design-tool proficiency are highly valued.

Qualifications

• Define customer and service transformation strategy.
• Design customer service experience and end-to-end journey mapping, AI-led service models.
• Define service operating models, processes, service capabilities, governance for customer lifecycle.
• Omni-channel transformation and seamless customer/influencer journeys.
• Understand CX metrics like NPS, CSAT, etc.
• Identify use cases where digital, data and AI can transform service.
• Work with client and internal teams to design and implement solutions.

Responsibilities

• 6–8 years of experience in CX/Service transformation for global Insurance and financial services clients.
• Hands-on experience with market leading CRM / BPM tools.
• Strong analytical skills and data-driven decision making.
• Excellent communication, storytelling, writing and editing; engage senior stakeholders.
• Act as trusted advisor; conduct current state assessments and provide insights/recommendations.
• Preferred with consulting background and knowledge of Insurance processes and journey design.
• Contribute to practice development, thought leadership and business development.
• Hands-on experience with design collaboration tools (Mural/Miro/PPT/Visio) to build CX Journey flows.

Skills

Transformation strategy

Journey mapping

Operating models

Omni-channel design

CX metrics (NPS/CSAT)

AI use cases

Solution design & implementation

Tools

CRM tools

BPM tools

Mural

Miro

Visio

PowerPoint

Job description

Job Summary

CX/Service Transformation for Global Insurance and Financial Services Clients.

Primary Skills and Expertise

• Define customer and service transformation strategy
• Design customer service experience, end to end customer journey mapping, AI led service models
• Define service operating models, process, service capabilities, performance management and governance for customer lifecycle including sales, onboarding, service and retention
• Omni-channel transformation define the role of physical, digital and hybrid channels and create seamless customer and influencer journeys
• Understanding of key Customer Service and Experience related metrics and leading-lagging indicators such as NPS, CSAT, etc.
• Identify use cases where digital, data and AI can transform service and channel performance.
• Work with client and internal teams to design and implement solutions (e.g., digital tools, self service portals, personalization engines, next best action models, performance dashboards etc.).

Your Key Responsibilities

• 6 - 8 years of experience in the above-mentioned skills and expertise for global Insurance and financial services clients
• Hands-on experience with any of the market leading CRM / BPM tools.
• Strong analytical skills: ability to interpret data and make data-driven decisions.
• Excellent communication, storytelling, writing, and editing skills. Ability to engage and influence senior stakeholders.
• 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 Insurance business process, customer touchpoint & journey design, design thinking along with stakeholder management.
• Should be able to contribute to practice development, thought leadership and business development activities.
• Should have solid hands-on experience in Design Collaboration tools (Mural/Miro/PPT/Visio) to build and modify CX Journey flows, Personas, Process Flows, etc

Skills and attributes for success

• Ideally, either you have delivered multiple CX/Service transformation engagements as part of consulting organization or have worked in Insurance carriers CX / Service operation / CRM department steering such transformations end to end.
• We are looking for candidates with Tier 1/Tier -2 MBA with significant industry or consulting experience in Insurance domain for CX/Service transformation.