BCG - Boston Consulting Group
Project Leader, Digital Customer Journey (Insurance)
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Who We Are
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we work closely with clients to embrace a transformational approach aimed at benefiting all stakeholders—empowering organizations to grow, build sustainable competitive advantage, and drive positive societal impact.
Our diverse, global teams bring deep industry and functional expertise and a range of perspectives that question the status quo and spark change. BCG delivers solutions through leading-edge management consulting, technology and design, and corporate and digital ventures. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, fueled by the goal of helping our clients thrive and enabling them to make the world a better place.
Digital BCG
BCG has a long history of driving growth by embracing innovation and new ways of thinking. Through DigitalBCG, we bring together a diverse mix of consultants and digital specialists to ensure that we are supporting our clients throughout their digital transformation journeys. We work with our clients to fully understand the impact of digital on their business and set priorities that will transform their vision into value. Whether it be developing new technologies to support their core business, making better use of their data, or pursuing entirely new sources of revenue, our aim is to achieve radical improvements in productivity, flexibility, and speed. We are innovating how our clients are using artificial intelligence, robotic process automation, internet of things, personalization, blockchain technologies, and more to gain competitive advantage.
DigitalBCG encompasses a broad set of data, digital, and technology capabilities from BCG consulting teams and practices, along with our business units such as BCG Digital Ventures, BCG Platinion, and BCG X.
Practice Area Profile
What You'll Do
Who we are
BCG has a long history of driving growth by embracing innovation and new ways of thinking. Through DigitalBCG, we bring together a diverse mix of consultants and digital specialists to ensure that we are supporting our clients throughout their digital transformation journeys. We work with our clients to fully understand the impact of digital on their business and set priorities that will transform their vision into value. Whether it be developing new technologies to support their core business, making better use of their data, or pursuing entirely new sources of revenue, our aim is to achieve radical improvements in productivity, flexibility, and speed. We are innovating how our clients are using artificial intelligence, robotic process automation, internet of things, and blockchain technologies to gain competitive advantage.
DigitalBCG encompasses a broad set of data, digital, and technology capabilities from BCG consulting teams and practices, along with our business units such as BCG Digital Ventures, BCG Platinion, and BCG GAMMA.
BCG's Technology Advantage Practice is actively advising clients on Digital Customer Journeys. Digital customer journeys are a core part of the Digital Transformation agenda of our clients, and we see continued demand and growth in designing and implementing Digital Customer Journeys at our clients.
What you'll do
As a Project Leader, your responsibilities fall broadly into two areas:
Customer Journey Re-imagination and Re-Design
You create end-to-end customer-centric experience designs based on segmentation, persona definition, and touch point mapping
You develop approach and run necessary customer research (quantitative and qualitative, incl. ethnographic interviews, focus groups, shop alongs, etc.)
You analyze and design supporting operating model, including process improvements and service delivery models
You analyze and design technology architecture, including complexity evaluation, high-level data/ decisioning requirements, etc.
You evaluate business value from the customer journey transformation and develop strategic roadmap
You lead mixed-function teams in journey re-design efforts
You serve as mini-PMO for the cross-functional transformation team, including multiple journeys situation
You oversee large customer journey technology implementations, incl. vendor selection criteria, elements of project management, etc.
You analyze and design transformation-supporting changes to org.structure, budgeting, and other enterprise-level processes
Individual assignments can last anywhere from two to twelve months or more, depending on the complexity of the challenges and the client's needs. We usually break each project into modular phases so that our clients see results well before the engagement's end. Assignments normally proceed through three stages over a period of several months: 1) identifying and analyzing opportunities for change and laying out different options for senior management to consider, 2) fleshing out the best options in order to create detailed action plans, and 3) assisting in execution. We believe that working with a client until results are assured is vital to their success.
Our Expert Consulting Track (ECT)
What You'll Bring (Experience & Qualifications)
We’re looking for exceptional talent from the insurance area to join us. You would typically:
Have a minimum of 5 years of work experience in top level technology advisory or consulting firms, though candidates with excellent technology focused insurance industry backgrounds and 2-3 years of previous consulting experience would also be considered
Have consulting or industry experience working with Telecom service providers
Have led/ played a core role in driving technology projects - owning the project process, content and day-to-day client interactions
Have previous experience working with customer journeys and touch point mapping in B2C and/or B2B contexts
Have experience with customer research, ethnographic studies and customer segmentation
Have experience with leveraging process reengineering (lean/Sigma) methods in digital transformation is preferred
Have knowledge of leading customer experience technology platforms e.g. salesforce, MS Dynamics, BPM suites, marketing technology suites preferred
Have knowledge of new technology architecture patterns and digital architecture
Have knowledge of / exposure to Agile is preferred
Have exposure to DevOps tools for implementing digital technologies is preferred
Have a strong track record and a close network of professional contacts as key clients within the technology sector
Have experience in developing and implementing business driven technology strategies involving quantitative analysis, solution design and implementation support
Have experience in a wide range of technology topics: strategy, transformation, organization, outsourcing & sharing, performance management
Have strong academics from a top-tier institution
Have an advanced degree from a renowned University (MBA or MS is preferred)
You are analytical and structured
You are able to take a creative and an hypothesis driven approach in order to solve complex problems
You are willing to travel internationally and to work remotely on client sites
You have excellent communication and persuasion skills
You are flexible, curious and creative, open for new things and able to propose innovative ideas
You are independent and autonomous judgment
You have intercultural competence and experience of working in more than one country and/or multi-cultural teams
You are driven, hard-working, entrepreneurial, proactive and productive
- You are passionate about delivering an exceptional customer experience
Our consultants within DigitalBCG are an integral part of BCG's core consulting team; we work side-by-side with all practice areas to create value & competitive advantage for our clients. Your team will include senior BCG leadership, teams of BCG Consultants, and both junior and senior client leaders working collaboratively to drive the transformation, and shared services/control functions.
Date Posted:
Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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