Senior Business Governance Consultant - Analyst Service Design - Islamabad- at EY

Islamabad, Islamabad Capital Territory, Pakistan -

Full Time

Start Date

Immediate

Expiry Date

13 Jun, 26

Salary

0.0

Posted On

15 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Design, Business Governance, Project Delivery, Customer Journeys, Service Blueprints, BPMN Process Maps, RACI, SLAs/OLAs, Usability Tests, Prototyping, Business Process Reengineering, Organizational Reform, Lean Six Sigma, Design Thinking, Risk Management, Data Collection

Industry

Professional Services

Description

Senior Business Governance Consultant - Analyst Service Design - Islamabad- 9 Months At EY, we're all in shape to your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. The opportunity Our Consulting team takes a strategic approach to helping clients define, transform and sustain their leading performance. Within Consulting, our Business Consulting team works with clients on their most pressing challenges to deliver tangible results. We are looking for accomplished, creative individuals who bring rigor, passion and practicality to our growing team The individuals should be qualified to provide project/program delivery consulting support within the Transformation practice, with an understanding of accepted project management practices and a view of the full project delivery lifecycle. The position will involve working on a wide variety of projects with colleagues across the firm. Your key responsibilities Assist with discovery, current-state assessment and mapping of customer journeys across web, mobile, portals, contact centers and service counters. Draft service blueprints, BPMN process maps and to‑be workflows under guidance; document pain points, policy constraints and improvement opportunities. Contribute to front-office/back-office handoffs, RACI, and escalation paths. Help define SLAs/OLAs, service catalogues and case-management workflows for complaints/appeals. Prepare research plans, test scripts, and low/high-fidelity prototypes; schedule and support usability tests. Capture findings, synthesize insights and support iterative refinement, pilot execution, and adoption activities (training content, FAQs, playbooks). Coordinate workshops, record minutes and decisions and maintain engagement artefacts. Assist in developing implementation roadmaps and operational procedures. Help define and track service KPIs and adoption metrics (e.g., first contact resolution, time-to-resolution, cost-to-serve, digital channel shift, backlog reduction). Support data collection, dashboards and variance analysis to evidence benefits realization. Prepare client-ready decks, workshop materials and playback summaries. Demonstrate knowledge and expertise in processes, principles and practices related to Business Process Reengineering and Organizational reform, including conventional and unconventional BPR methodologies (Lean Six Sigma, Design Thinking) project management, planning, development, execution, and risk management. Support internal teams responsible for delivery and completion of EY engagements, development of engagement work products and deliverables. Communication and coordination with client representatives. Maintain productive relationships with clients and continuously work to understand their industries, key performance drivers, business priorities and trends. Support clients with execution activities for their strategic objectives, or projects and programs. Support the operations of client's projects and programs by supporting the implementation of Project Management Offices (PMO) or Transformation Management Offices (TMO). Support clients with leading organizational planning and transformational initiatives, which may include business transformation endeavors. Perform critical analysis, assessments, and audits, program performance measures, controls and analytics-based analysis. Demonstrate experience with risk management practices and approaches to projects/programs, including risk planning, execution and response development through project delivery. Support the practice by pursuing new business opportunities, supporting the development of proposals and actively assessing/presenting ways we can serve and bring value to new and existing clients. Comply with EY learning and educational program to continually develop skills in alignment with your personal career goals. Be dedicated to teamwork and contribute towards an efficient, innovative and collaborative work environment. Skills and Attributes for Success A bachelor's degree in Computer Science, Information Systems or a related field; Completion of, or actively working to obtain, one of the following certifications will be a plus; PMP, Six Sigma, Design Thinking. Proficiency with productivity and collaboration tools (e.g., PowerPoint, Excel, Word and one or more of Visio/Lucid chart, Figma/Adobe XD). Practical involvement in journey mapping, service blueprinting and process mapping (BPMN). Hands-on exposure to user research, prototyping, usability testing and iteration cycles. Analytical and conceptual thinking with innovative capacity. Ability to handle complex and ambiguous project conditions and requirements; and provide structure and rigor to complex problem solving. Strong interpersonal, collaboration, teaming, presentation and communication (written, oral) skills. Integrity, maturity and dependability to align with EY's values. Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines. At EY, we'll develop you with future-focused skills and equip you with world-class experiences. We'll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more. Are you ready to shape your future with confidence? Apply today. To help create the best experience during the recruitment process, please describe any disability-related adjustments or accommodations you may need. EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

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Responsibilities

The consultant will assist with discovery, current-state assessment, and mapping of customer journeys across various channels, drafting service blueprints, process maps, and documenting improvement opportunities. Key duties also involve coordinating workshops, developing implementation roadmaps, defining service KPIs, and preparing client-ready deliverables.