West Monroe is a global business and technology consulting firm searching for a motivated Service Strategy consultant to join their Technology & Experience practice. The Experienced Consultant will collaborate with clients to analyze business requirements, create design documentation, and improve service experiences for customers.
Responsibilities
- Work with clients to understand and identify issues and objectives for improving service experience for their customers
- Help Identify and document requirements and create design documentation for an implementation
- Help 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 our Customer Solutions practice
- 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
Skills
- Minimum of 1 year of consulting experience in Customer Experience, Customer Service, Help Desk, or Contact Centers
- Experience working in customer service organizations and can diagnose problems and provide recommendations
- 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%
- Hybrid role: 1 to 2 days a week in office
- Industry experience in healthcare, financial services, and high tech
Benefits
- Medical, dental, vision, and basic life insurance
- 401k plan
- Employee stock ownership program
- Annual bonuses
- Unlimited flexible time off
- Ten paid holidays
- Ten weeks of paid parental leave
Company Overview
West 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 Sponsorship
West 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.