Senior Consultant, Service Strategy

Are you ready to make an impact?

West Monroe is searching for a motivated Service Strategy expert to join our team as a Senior Consultant within our Technology & Experience practice. In this role, you’ll collaborate with clients to establish the project vision, analyze business requirements, create design documentation, and manage workstreams.  

Responsibilities  

• Provide thought leadership related to the Service Excellence offering through blogs, whitepapers, and methodology documents   
• Identify and document requirements and create design documentation for an implementation  
• Create business cases and quantify value of improvements in a service organization (people, process, technology)   
• Develop and articulate vision statements, strategies, objectives, key results, and roadmaps  
• Support the development and enhancement of methodologies and client-delivery approaches for Service Excellence within Customer Solutions  
• Collaborate with technical resources to define solutions   
• Create current- and future-state process maps outlining recommendations for optimization  
• Identify issues and risks develop and execute mitigation strategies and communication plans: escalate, and monitor project issues to resolution  
• Mentor and coach individuals on project teams  

 

Qualifications  

• Minimum of 3 years of consulting experience in Customer Experience, Customer Service, Help Desk, or Contact Centers. Industry experience in healthcare, financial services, and high tech is preferred  
• Experience working in customer service organizations and can diagnose problems and provide recommendations.  
• Experience planning for executive workshops and interviews  
• Experience working with omnichannel technologies and platforms  
• Proficient in Microsoft Office tools and collaboration tools such as Miro 
• 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  
• Ability to manage multiple tasks and contribute in a fast-paced, team-oriented environment  
• Problem-solvers with natural innovative and analytical skills who are comfortable with ambiguity  
• Show a commitment to inclusion and diversity, as well as openness to new ideas and perspectives    
• Ability to travel to client-site 30-50%

Based on pay transparency guidelines, the salary range for this role can vary based on your proximity to one of our West Monroe offices (see table below). Information on our competitive total rewards package, including our bonus structure and benefits is here. Individual salaries are determined by evaluating a variety of factors including geography, experience, skills, education, and internal equity.

Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan, purchase shares from our employee stock ownership program and be eligible to receive annual bonuses. Employees will also receive unlimited flexible time off and ten paid holidays throughout the calendar year. Ten weeks of paid parental leave will also be available for use after successful completion of one year of employment.

Seattle or Washington, D.C.$117,900—$131,000 USDLos Angeles$123,500—$137,300 USDNew York City or San Francisco$129,100—$143,500 USDA location not listed above$112,300—$124,800 USD

West Monroe is a digital services firm that partners with companies in transformative industries to deliver quantifiable financial value. We believe that digital is a mindset and it’s something companies become, not something they do. We bring together diver