BUSINESS CONSULTING – CUSTOMER TRANSFORMATION – CUSTOMER TECHNOLOGY, SENIOR CONSULTANT

Location: Dublin 2
Other locations: Anywhere in Country
Salary: Competitive
Available for Work Visa Sponsorship: Yes
Business Area: Business Consulting - Customer Transformation
Contract Type: Full-Time

THE TEAM AND THE OPPORTUNITY

Customer Transformation helps clients transform their customer-facing commercial functions and business outcomes through developing and implementing CX strategies, operating models, digital solutions, user-centric services, and optimised products, experiences, marketing and sales.
Customer Transformation creates changes in clients’ operations, digital capabilities, channels, product-service systems and customer connections, radically transforming the customer experience and fostering long-term, sustainable growth. We help organisations enhance business outcomes by refining their sales, marketing, and service approaches, ultimately driving better financial results. Our approach leverages design thinking, business design and innovation to drive optimal business decisions and outcomes.
We have a number of exciting, client facing roles for individuals with demonstrable consulting experience in the following areas:
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Customer Technology solutions, designing and delivering technical solutions, through gathering requirements, documenting process flows/user flows, all the way through to supporting (build, test, deployment, etc)

• Agile Programme Management & Project Delivery
• Workshop Development and Facilitation
• Stakeholder and Client Engagement and Management
• Business Analysis and Presentation including requirements gathering, prioritisation and development of delivery plans.
• Business Process Design and Optimisation including Lean & Process Improvement and Process Mapping customer/front office functions.
• Customer facing solution design, implementation and analysis
• Product Management
• CRM Implementation
• AI & Emerging Technology

We are seeking a dynamic and experienced Customer Technologist (Process/BA/Product Owner/Management) to join our Business Consulting – Customer Technology. You will collaborate with clients to scope, design, and implement customer technology/ innovation solutions to drive optimal business decisions and outcomes.

SKILLS AND ATTRIBUTES FOR SUCCESS

• Analytical & Problem Solving Skills: Ability to analyze and interpret data to identify trends and insights.
• Problem-Solving Skills: Excellent analytical and troubleshooting skills to address business process issues and develop effective solutions.
• Communication Skills: Excellent verbal and written communication skills to interact with stakeholders and present findings clearly.
• Attention to Detail: High level of attention to detail to ensure accuracy in process documentation and analysis.
• Technical Proficiency: Familiarity with business process modelling tools and software (e.g., Microsoft Visio), CRM platforms (e.g. Microsoft Dynamics, Salesforce etc.) and tools to support the role of Product Owner (e.g. Microsoft Azure).
• Project Management: Basic understanding of project management principles and agile methodologies.
• Collaboration: Ability to work effectively in a team environment and collaborate with cross-functional teams.
• Organisational Skills: Strong organisational skills to manage multiple tasks and projects simultaneously.
• Customer Focus: Understanding of customer needs and the ability to design processes that enhance customer experience.
• Stakeholder Engagement: Ability to engage with stakeholders at various levels to gather requirements and feedback,

YOUR KEY RESPONSIBILITIES

• Participate in the full project lifecycle (waterfall, hybrid, agile) from initial research and business case development to project planning, execution and close-out in customer facing role.
• Utilise your skills in the areas of technology, product management and agile implementation support.
• Perform business analysis tasks such as requirements gathering, prioritisation, and data analysis.
• Engage with senior client stakeholders to drive business outcomes by facilitating workshops and collaborating on projects aimed at enhancing organisational results and customer experience.
• Effectively analyse and define business and customer requirements through stakeholder engagements, process reviews, user story writing, product backlog development/support
• Work with developers, designers, business analysists, and testers to deliver customer-centred technology solutions, digital transformations and design-led innovation.
• Support the development and implementation of front office/ customer-facing transformation, omnichannel transformation and CRM implementation projects.
• Conduct business analysis and presentation activities, including requirements gathering, prioritization, and the development of delivery plans.
• Design and optimize business processes, including Lean and Process Improvement methodologies and process mapping.
• Leverage data to provide companies with fresh insights, empowering the creation of personalised customer experiences.
• Support the implementation of digital and CX transformation strategies.

TO QUALIFY FOR THE ROLE, YOU MUST HAVE

• A minimum of 4-5 years of experience in customer experience at Senior Consultant Level
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Ability to think critically and challenge existing processes to identify areas for improvement.
• Basic understanding of Lean, Six Sigma and Agile principles and methodologies.
• Excellent presentation and facilitation skills
• Understanding of Martech, CRM platforms (SF, SAP, Microsoft dynamics etc.), CPQ and data & analytics
• Understanding of digital and emerging technology
• Commitment to continuous learning and improvement in business process design and optimisation.
• Product Owner/ Scrum Master/ Product Manager delivery experience applying agile and waterfall methodologies