<p>West Monroe is searching for a motivated Service Strategy consultant to join our team as an Experienced Consultant within our Technology & Experience practice. In this role, you'll collaborate with clients to establish the project vision, analyze business requirements, and create design documentation.</p> <p>Responsibilities</p> <ul> <li>Work with clients to understand and identify issues and objectives for improving service experience for their customers </li><li>Help Identify and document requirements and create design documentation for an implementation </li><li>Help create business cases and quantify value of improvements in a service organization (people, process, technology) </li><li>Develop and articulate vision statements, strategies, objectives, key results, and roadmaps </li><li>Support the development and enhancement of methodologies and client-delivery approaches for Service Excellence within our Customer Solutions?practice </li><li>Collaborate with technical resources to define solutions </li><li>Create current- and future-state process maps outlining recommendations for optimization </li><li>Identify issues and risks develop and execute mitigation strategies and communication plans: escalate, and monitor project issues to resolution </li></ul> <p>Qualifications</p> <ul> <li>Minimum of 1 year of consulting experience in Customer Experience, Customer Service, Help Desk, or Contact Centers. Industry experience in healthcare, financial services, and high tech is preferred </li><li>Experience working in customer service organizations and can diagnose problems and provide recommendations. </li><li>Experience working with omnichannel technologies and platforms </li><li>Proficient in Microsoft Office tools and collaboration tools such as Zoom </li><li>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 </li><li>Ability to manage multiple tasks and contribute in a fast-paced, team-oriented environment </li><li>Show a commitment to inclusion and diversity, as well as openness to new ideas and perspectives </li><li>Ability to travel to client-site 30-50% </li><li>Hybrid role: 1 to 2 days a week in office </li></ul>