Senior Consultant - Customer & Growth - Business Consulting - Jordan at EY

Amman, Amman, Jordan -

Full Time

Start Date

Immediate

Expiry Date

08 Feb, 26

Salary

0.0

Posted On

10 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Problem-Solving, Customer-Centric Thinking, Interpersonal Skills, Communication Skills, Storytelling, Project Management, Customer Experience Strategy, Journey Mapping, Service Delivery Models, Human-Centered Design, Agile Project Management, Data Analysis, Market Expansion, Revenue Growth, Coaching

Industry

Professional Services

Description

At EY, we’re all in to shape 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. In a world of dramatic and fast-paced change, the ability to deliver seamless and innovative customer experiences is critical. As a consulting professional as part of our Customer & Growth practice, you will help clients design and deliver exceptional experiences that align with their vision and strategic objectives. Joining one of our high-performing, globally integrated teams, you will work closely with our clients to ensure they deliver value through strategic design and customer-centric solutions. Through our structured learning and development program, you will develop the skills, knowledge, and experience to transform how clients approach customer experience. And with a network that stretches across the world, you will gain unparalleled insights and exposure to diverse industries and challenges. So, whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. The Opportunity Customer & Growth Senior Consultant / Assistant Manager We are looking for Senior Consultants and Assistant Managers to join our leading Customer & Growth team. Our consultants are passionate about shaping innovative CX strategies and delivering tangible impact. They bring a strategic, analytical, and creative mindset to help our clients design cutting-edge experiences and operational models. Our consultants work collaboratively with clients to craft compelling strategies, develop customer journeys, and establish operating models that reflect best practices and innovation. They ensure alignment with organizational goals while fostering a customer-first culture. Our consultants excel in dynamic, fast-paced environments and thrive in projects that span CX strategy, journey mapping, and implementation. They deliver outstanding service and support EY’s purpose of “building a better working world.” Your Key Responsibilities Lead CX workstreams, ensuring timely and high-quality delivery of customer-centric solutions that align with the client’s strategic objectives. Collaborate with cross-functional teams to develop personas, customer journeys, and capability frameworks tailored to the client’s needs. Facilitate design workshops, stakeholder engagements, and client meetings to align on CX strategies and priorities. Analyze market trends, customer data, and industry benchmarks to uncover opportunities for innovation and business growth. Develop operating models, governance frameworks, and roadmaps to translate customer experience and growth strategies into tangible outcomes. Design and implement actionable strategies to drive organizational growth, in areas such as revenue generation, market expansion, and customer engagement initiatives Provide coaching and mentorship to junior team members and foster a high-performing, collaborative team environment. Support business development efforts by contributing to client RFP and RFI responses through developing points of view, methodologies, and supporting administrative processes. Support the development of EY’s Customer & Growth competency by contributing to the development of thought leadership, tools, and methodologies. Skills and Attributes for Success Strong analytical and problem-solving skills with a focus on customer-centric thinking. Excellent interpersonal, communication, and storytelling abilities. Ability to quickly grasp and analyze diverse organizations, industries, and business contexts. Ability to manage multiple priorities and deliver in dynamic, fast-paced environments. A passion for understanding customer behaviors, needs, and experiences. An innovative mindset, with the ability to identify creative solutions to CX challenges. Ability to identify and capitalize on opportunities for revenue growth, market expansion, and operational improvements To Qualify for the Role, You Must Have A bachelor’s or master’s degree with a minimum of 2-4+ years of experience in customer experience strategy, journey mapping, or CX operations, ideally in a fast-paced and dynamic consulting environment with exposure to diverse industries. Proven experience in designing customer journeys, personas, service delivery models and other customer experience enablers (e.g., Voice of the Customer) with a track record of successfully implementing these deliverables to drive measurable outcomes. Strong foundational knowledge of business design principles, including operating models, strategy cascading, KPI development, and process design. Experience in conducting benchmarking and integrating insights from leading practices into high-quality consulting outputs. Familiarity with customer-centric trends, tools, and methodologies, including human-centered design, service blueprinting, and CX measurement frameworks. Strong expertise in facilitating workshops, conducting qualitative and quantitative customer research, and synthesizing insights into actionable strategies that align with client objectives and industry best practices. Ideally, You Will Also Have Sector-specific knowledge in industries such as government, financial services, hospitality or mobility, with insights into sector-specific customer behaviors and expectations. Familiarity with advanced methodologies like design thinking, agile project management, and digital transformation strategies to drive innovative and customer-focused solutions. Familiarity with customer experience platforms (e.g., Qualtrics, Medallia), analytics tools (e.g., Tableau, Power BI), and CRM systems (e.g., Salesforce, MS Dynamics) to optimize customer interactions and operational efficiency. Exposure to emerging technologies and trends in CX, such as AI-driven personalization, omnichannel strategies, and data-driven decision-making to enhance customer engagement and satisfaction. Experience in developing and implementing growth strategies, including market entry, sales enablement, or revenue optimization. Relevant certifications in the customer experience domain (e.g., CCXP) What we look for Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player that collaborates with people from various teams while looking to develop your career in a dynamic organization. What we offer you 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 an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about 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

Lead customer experience workstreams to deliver high-quality solutions aligned with client objectives. Collaborate with teams to develop customer journeys and operational models while analyzing market trends for innovation opportunities.