Senior Consultant, Service Strategy (Chicago)

If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information.

Are you ready to make an impact?

West Monroe is searching for a motivated Service Strategy expert to join our team as a Senior Consultant within our Technology & Experience practice.

In this role, you’ll collaborate with clients to establish the project vision, analyze business requirements, create design documentation, and manage workstreams.

Responsibilities

• Provide thought leadership related to the Service Excellence offering through blogs, whitepapers, and methodology documents
• Identify and document requirements and create design documentation for an implementation
• 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 Customer Solutions
• 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
• Mentor and coach individuals on project teams

Qualifications

• Minimum of 3 years of consulting experience in Customer Experience, Customer Service, Help Desk, or Contact Centers. Industry experience in healthcare, financial services, and high tech is preferred
• Experience working in customer service organizations and can diagnose problems and provide recommendations.
• Experience planning for executive workshops and interviews
• Experience working with omnichannel technologies and platforms
• Proficient in Microsoft Office tools and collaboration tools such as Miro
• 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
• Problem-solvers with natural innovative and analytical skills who are comfortable with ambiguity
• Show a commitment to inclusion and diversity, as well as openness to new ideas and perspectives
• Ability to travel to client-site 30-50%

Salary Range

Based on pay transparency guidelines, the salary range for this role can vary based on your proximity to one of our West Monroe offices.

Individual salaries are determined by evaluating a variety of factors including geography, experience, skills, education, and internal equity.

Benefits

Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan, purchase shares from our employee stock ownership program and be eligible to receive annual bonuses.

Employees will also receive unlimited flexible time off and ten paid holidays throughout the calendar year. Ten weeks of paid parental leave will also be available for use after successful completion of one year of employment.

Equal Employment Opportunity

West Monroe is an Equal Employment Opportunity Employer. We believe in treating each employee and applicant for employment fairly and with dignity.

We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law.

To learn more about diversity, equity and inclusion at West Monroe, visit www.westmonroe.com / inclusion.

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