Experienced Consultant, Customer Service Strategy
West Monroe is a global business and technology consulting firm searching for a motivated Service Strategy consultant to join their Technology & Experience practice. The Experienced Consultant will collaborate with clients to analyze business requirements, create design documentation, and improve service experiences for customers.
Responsibilities
ā¢ Work with clients to understand and identify issues and objectives for improving service experience for their customers
ā¢ Help Identify and document requirements and create design documentation for an implementation
ā¢ Help create business cases and quantify value of improvements in a service organization (people, process, technology)
ā¢ Develop and articulate vision statements, strategies, objectives, key results, and roadmaps
ā¢ Support the development and enhancement of methodologies and client-delivery approaches for Service Excellence within our Customer Solutions practice
ā¢ Collaborate with technical resources to define solutions
ā¢ Create current- and future-state process maps outlining recommendations for optimization
ā¢ Identify issues and risks develop and execute mitigation strategies and communication plans: escalate, and monitor project issues to resolution
Skills
ā¢ Minimum of 1 year of consulting experience in Customer Experience, Customer Service, Help Desk, or Contact Centers
ā¢ Experience working in customer service organizations and can diagnose problems and provide recommendations
ā¢ Experience working with omnichannel technologies and platforms
ā¢ Proficient in Microsoft Office tools and collaboration tools such as Zoom
ā¢ Strong written and verbal communication skills; ability to cater messages to a range of audiences; especially the ability to communicate effectively to senior leaders and executives
ā¢ Ability to manage multiple tasks and contribute in a fast-paced, team-oriented environment
ā¢ Show a commitment to inclusion and diversity, as well as openness to new ideas and perspectives
ā¢ Ability to travel to client-site 30-50%
ā¢ Hybrid role: 1 to 2 days a week in office
ā¢ Industry experience in healthcare, financial services, and high tech
Benefits
ā¢ Medical, dental, vision, and basic life insurance
ā¢ 401k plan
ā¢ Employee stock ownership program
ā¢ Annual bonuses
ā¢ Unlimited flexible time off
ā¢ Ten paid holidays
ā¢ Ten weeks of paid parental leave
Company Overview
ā¢ West Monroe offers digital transformation, analytics, cloud, cyber security, business advisory, and management consulting services. It was founded in 2002, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is
Company H1B Sponsorship
ā¢ West Monroe has a track record of offering H1B sponsorships, with 4 in 2025, 2 in 2024, 2 in 2023, 10 in 2022, 7 in 2021. Please note that this does not guarantee sponsorship for this specific role.
Responsibilities
ā¢ Work with clients to understand and identify issues and objectives for improving service experience for their customers
ā¢ Help Identify and document requirements and create design documentation for an implementation
ā¢ Help create business cases and quantify value of improvements in a service organization (people, process, technology)
ā¢ Develop and articulate vision statements, strategies, objectives, key results, and roadmaps
ā¢ Support the development and enhancement of methodologies and client-delivery approaches for Service Excellence within our Customer Solutions practice
ā¢ Collaborate with technical resources to define solutions
ā¢ Create current- and future-state process maps outlining recommendations for optimization
ā¢ Identify issues and risks develop and execute mitigation strategies and communication plans: escalate, and monitor project issues to resolution
Skills
ā¢ Minimum of 1 year of consulting experience in Customer Experience, Customer Service, Help Desk, or Contact Centers
ā¢ Experience working in customer service organizations and can diagnose problems and provide recommendations
ā¢ Experience working with omnichannel technologies and platforms
ā¢ Proficient in Microsoft Office tools and collaboration tools such as Zoom
ā¢ Strong written and verbal communication skills; ability to cater messages to a range of audiences; especially the ability to communicate effectively to senior leaders and executives
ā¢ Ability to manage multiple tasks and contribute in a fast-paced, team-oriented environment
ā¢ Show a commitment to inclusion and diversity, as well as openness to new ideas and perspectives
ā¢ Ability to travel to client-site 30-50%
ā¢ Hybrid role: 1 to 2 days a week in office
ā¢ Industry experience in healthcare, financial services, and high tech
Benefits
ā¢ Medical, dental, vision, and basic life insurance
ā¢ 401k plan
ā¢ Employee stock ownership program
ā¢ Annual bonuses
ā¢ Unlimited flexible time off
ā¢ Ten paid holidays
ā¢ Ten weeks of paid parental leave
Company Overview
ā¢ West Monroe offers digital transformation, analytics, cloud, cyber security, business advisory, and management consulting services. It was founded in 2002, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is
Company H1B Sponsorship
ā¢ West Monroe has a track record of offering H1B sponsorships, with 4 in 2025, 2 in 2024, 2 in 2023, 10 in 2022, 7 in 2021. Please note that this does not guarantee sponsorship for this specific role.