Senior Consultant/ Manager -Customer Technology-Business Consulting- Belfast

Location: Belfast Date: Jan 25, 2025 Location: Belfast Salary: Competitive Business Area: Business Consulting - Customer Transformation Contract Type: Full-Time Job Title: Business Consulting – Customer Transformation – Customer Technology (Business Process Analyst), Senior Consultant / Manager 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. We have a number of exciting, client-facing roles for individuals with demonstrable consulting experience in the following areas: 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) 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 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 analysts, 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, prioritisation, 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. 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. To qualify for the role, you must have A minimum of 3-5 years of experience in customer experience at Senior Consultant Level, 6-7 years at Manager, consulting, or a related field. 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. What Working At EY Offers We offer a competitive remuneration package. Our comprehensive benefits package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs: covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer: Support and coaching from some of the most engaging colleagues around. Opportunities to develop new skills and progress your career. The freedom and flexibility to handle your role in a way that’s right for you. Inclusion & Diversity We hold a collective commitment to foster an environment where all differences are valued and respected, practices are equitable and everyone experiences a sense of belonging: Inclusion, diversity, and equity are part of who we are at EY. We believe that the highest-performing teams maximize the power of different perspectives and backgrounds. Our ability to include various viewpoints into our mindsets, behaviours and operations is fundamental to driving innovation, building strong relationships, and delivering the best solutions for our clients. Join us in building a better working world. That’s Why, EY. Apply now.

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