Senior Manager/Manager - Strategy & Consulting - Customer Service Transformation

Role: Retail Service Transformation / Senior Manager/ Manager

Company: Management Consulting, Big 4

Experience: 12+ Years (L06)

Role Overview:

- The Hiring Strategy and Consulting lead for Customer Service Transformation will serve as a senior advisor, orchestrating large-scale change initiatives that redefine how organizations interact with their customers

- In this capacity, you will work closely with C-suite stakeholders and business unit leaders to diagnose operational inefficiencies and design comprehensive strategies that bridge the gap between physical and digital service touchpoints.

- You will be responsible for leading high-stakes engagements, guiding cross-functional teams through complex transformations, and ensuring that strategic recommendations translate into measurable business outcomes and improved customer experiences.

Must-have skills:

Retail Service Reinvention / Customer Service Strategy & Transformation; a blend of industry and consulting experience with deep understanding of the end-to-end retail.

Roles and responsibilities:

- Service Strategy & Advisory

- Experience Design

- Operating Model & Process Transformation

- Technology & AI Transformation

- Human + Agentic Operations

- Enterprise Transformation Delivery

- Practice Building

- Professional & Technical Skills

Contact:

Smita Tyagi