**Rank: This JD holds good for**:
Business Consultant
- Manager
Work Experience
Business Consultant with 10+ year experience (preferred) can take up opportunities in the business transformation engagements across sales, service, marketing & ecommerce functions with the lens of Customer Experience.
Responsibilities, Skills and Expertise
1. Act as a trusted advisor in understanding and analysing client's business problem / vision, conduct current state assessment with business stakeholders via workshop, questionnaire, interview etc, analyse the collected datapoints / artefacts and provide meaningful insights / recommendations for future state design.
2. Preferred with business consulting background with sound knowledge of key enterprise business process, customer touchpoint & journey design, design thinking along with stakeholder management.
3. Should be able to contribute practice development, thought leadership and business development activities.
4. Either of below domain / function expertise are preferred
a. Sales - B2B / B2C sales strategy, sales planning, lead & funnel mgmt., field & territory mgmt., order mgmt., CRM digital channels, operating models design, channel & touch point analysis, business case & transformation roadmap
**b. Service - customer service strategy, channel strategy**: contact centre,



digital and self-service, customer experience management, channel & touch point analysis, business case & transformation roadmap, analysis of customer feedback and associated KPI’s.
c. Marketing - B2B / B2C digital marketing strategy & roadmap, industry scan & competitor analysis, marketing operating model, marketing automation assessment & strategy, recommendation for technology improvement and investment
d. Ecommerce - Ecommerce strategy, research, analytics, business case & transformation roadmap
**5. Tech/ Tools Skills**: Should have solid hands-on experience in Design Collaboration tools (Mural/Miro/PPT/Visio) to build and modify CX Journey flows, Personas, Service Design Flows, Process Flows, etc.
6. Good to have vertical & Industry Experience in CPG & Retail, Telecom & Media (TMT), Advance manufacturing, Healthcare, and life science, BFSI, or CX Consulting services.
7. Should be able to engage internal & external stakeholders in workshops to deliver CX & Digital transformations
**8. RFP/ RFI & Proposals**: Own and lead writing and responding to winning RFP/ RFI & Proposals addressing Customer Experience, Business Consulting, Digital Transformation, Solution Design.
9. Language proficiency must have - English and Spanish

📌 Bc - Business Consultant - Manager - Ey Gds (Miguel Hidalgo)
🏢 Ey
📍 Miguel Hidalgo