Experienced Consultant, Customer Service Strategy

West Monroe is searching for a motivated Service Strategy consultant to join their team as an Experienced Consultant within the Technology & Experience practice. In this role, you’ll collaborate with clients to establish project vision, analyze business requirements, and create design documentation.ResponsibilitiesWork with clients to understand and identify issues and objectives for improving service experience for their customersHelp Identify and document requirements and create design documentation for an implementationHelp 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 roadmapsSupport the development and enhancement of methodologies and client-delivery approaches for Service Excellence within our Customer Solutions practiceCollaborate with technical resources to define solutionsCreate current- and future-state process maps outlining recommendations for optimizationIdentify issues and risks develop and execute mitigation strategies and communication plans: escalate, and monitor project issues to resolutionSkillsMinimum of 1 year of consulting experience in Customer Experience, Customer Service, Help Desk, or Contact CentersExperience working in customer service organizations and can diagnose problems and provide recommendationsExperience working with omnichannel technologies and platformsProficient in Microsoft Office tools and collaboration tools such as ZoomStrong written and verbal communication skills; ability to cater messages to a range of audiences; especially the ability to communicate effectively to senior leaders and executivesAbility to manage multiple tasks and contribute in a fast-paced, team-oriented environmentShow a commitment to inclusion and diversity, as well as openness to new ideas and perspectivesAbility to travel to client-site 30-50%Industry experience in healthcare, financial services, and high techBenefitsEmployees (and their families) are covered by medical, dental, vision, and basic life insurance.Employees are able to enroll in our company’s 401k plan.Employees can purchase shares from our employee stock ownership program.Employees are eligible to receive annual bonuses.Employees will also receive unlimited flexible time off.Employees will receive ten paid holidays throughout the calendar year.Eligibility for ten weeks of paid parental leave will also be available upon hire date.Company OverviewWest Monroe offers digital transformation, analytics, cloud, cyber security, business advisory, and management consulting services. It was founded in 2002, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://www.westmonroe.com.Company H1B SponsorshipWest Monroe has a track record of offering H1B sponsorships, with 4 in 2025, 2 in 2024, 2 in 2023, 10 in 2022, 7 in 2021. Please note that this does not guarantee sponsorship for this specific role.



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