Senior Associate/ Director (m/f/d) – Digital Customer

at  Alvarez and Marsal

REQUIREMENTS:

This opportunity requires entrepreneurial talent with a balanced acumen of creative, analytical, and financial problem-solving skills, drawing from experiences in consulting, start-up / scale-up innovation hubs, Private Equity, and / or target industries such as CPG, Retail, Industrials, Business Services, TMT, and Financial Services. Your experience & abilities are likely to include:

• Strong passion for (large scale) digital CX transformation, an understanding of change management thinking - especially pertaining to disruptive technologies highly desired;
• Education: an advanced degree qualification (or equivalent) in a relevant quantitative subject (such as finance, economics, computer science, engineering, physics, statistics or applied mathematics);
• Support clients in creating and implementing industry leading Omni-Channel DCX strategies to meet customer & client needs;
• Experience within advisory (ideally from a large Professional Services firm or from a digitally focused boutique), working on DCX transformation programs and highly exposed to top management;
• Assess existing processes and technology to identify opportunities for the implementation of new DCX methodologies with client stakeholders;
• Familiarity with established and emerging technologies (data analytics, automation, artificial intelligence, cloud migration, blockchain and digital twins..) and ability to integrate Digital CX Transformation initiatives into other service offerings such as process improvement or operations excellence, stakeholder engagement, change management;
• A creative, strategic thinker who can bring innovative ideas, a new perspective or a new strategy to the table to challenge the status quos;
• Solution oriented, data driven, learning mind-sets;
• Willingness to travel for work;
• Native/Business Fluent German & English language skills are essential, along with excellent writing skills;
• Additional European languages spoken at a fluent level welcomed.

PURPOSE OF THE DIGITAL CUSTOMER EXPERIENCE (DCX) TEAM:

This is a fantastic opportunity for you to join a ‘hands on’ DCX team. You will contribute to work streams on large programs but also smaller projects, leveraging your Digital & Technology knowhow and skill set in challenging the status quo and developing sound solutions either from an external point of view or in collaborative settings with your client organization.
Alongside out broader EMEA DTS team colleagues, we define and deliver innovative strategic outlooks - aligning each DCX initiative to a specific company goal- getting the client from where the company is today to where it wants to be in the future.
The DCX team drive the optimal perception that customers have of a clients’ brand - before, during and after a product or service purchase. We put the customer at the center of all interactions, improving the digital experience on website and mobile apps and the digital customer experience of all touch points with a client, driving long term engagement, loyalty & trust. This happens across social networks to YouTube Channels, and from instore to online, transform all digital marketing / sales / service to determine a complete and future-thinking Customer & Digital experience proposition.
Our vision is a customer operation combining a human-digital hybrid that enables 24/7 customer engagement & end-to-end services. Our Digital Customer Experience team cover the customer lifecycle of attraction, satisfaction, and retention. The team are experts at enhancing Customer & Digital Experiences for our clients, promoting the shift to digital channels through leading process transformation and technology.

RESPONSIBILITIES AT SENIOR ASSOCIATE/ DIRECTOR LEVEL:

You will support/lead the delivery of digital CX transformation projects within the DACH region and across EMEA, where identifying disruptive transformation levers and managing political complexity will be key to generate significant and sustainable savings. Assignments will focus on delivering large and complex transformation programs across our key client industries, bringing high added value to our clients (disruption mindset, restructuring DNA, acceleration of the transformation). To this effectively, you will need to:

• Help clients devise strategies to reinvent digital customer experience by advising, shaping and delivering platform-led transformations to realise their strategic business objectives and get maximum value from their platforms;
• Implement measures and tools to measure customer satisfaction with surveys and use other data collection methods such as net promoter score and customer satisfaction score.
• Steer and support clients around storytelling and vision engagement - helping to get key messages across to internal stakeholders, how data collected can drive decision making and what benefits/value the products and services are bringing to customers
• Identifying and getting the most critical internal stakeholders across the whole client facing org (marketing, sales, customer service and support) to collaborate and overall enhance the full DCX and Digital experience;
• Pivoting to new channels and initiatives, picking up new skills and working with emerging technologies;
• Have functional strengths in highly relevant DCX topics such as omnichannel, mobile, loyalty, branding etc.;
• Be creative to generate break through ideas regarding DCX transformation levers;
• Be an action-oriented self-starter with strong analytical skills and entrepreneurial flair;
• Have a strong exposure to senior clients and be able to deal with top executives in complex situation;
• Be proactive in industry events e.g. conferences, forums, debates - ensure the Company is perceived as a key player in the Digital Transformation space.