Expert Project Leader/Principal (Telco Customer Journey)
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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.
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Practice Area Profile
What You'll Do
In this role, you will be responsible for:
Customer Journey Re-imagination and Re-Design
- Create end-to-end customer-centric experience designs based on segmentation, persona definition, and touch point mapping
- Develop approach and run necessary customer research (quantitative and qualitative, incl. ethnographic interviews, focus groups, shop alongs, etc.)
- Analyze and design supporting operating model, including process improvements and service delivery models
- Analyze and design technology architecture, including complexity evaluation, high-level data/decisioning requirements, etc.
- Evaluate business value from the customer journey transformation and develop strategic roadmap
- Lead mixed-function teams in journey re-design efforts
Customer Journey based Digital Transformations
- Serve as mini-PMO for the cross-functional transformation team, including multiple journeys situation
- Oversee large customer journey technology implementations, incl. vendor selection criteria, elements of project management, etc.
- Analyze and design transformation-supporting changes to org.structure, budgeting, and other enterprise-level processes
What You'll Bring (Experience & Qualifications)
- At least 6 years of work experience in top level technology advisory or consulting firms
- 3-4 years leading/playing core role in driving technology projects – owning the project process, content and day-to-day client interactions
- Consulting or industry experience working with Telecom service providers
- Previous experience working with customer journeys and touch point mapping in B2C and/or B2B contexts
- Experience with customer research, ethnographic studies and customer segmentation
- Experience with leveraging process reengineering (lean/Sigma) methods in digital transformation is preferred
- Knowledge of leading customer experience technology platforms eg. salesforce, MS Dynamics, BPM suites, Marketing technology suites preferred
- Knowledge of new technology architecture patterns and digital architecture
- Knowledge of/ exposure to Agile is preferred
- Exposure to DevOps tools for implementing digital technologies is preferred
- A strong track record and a close network of professional contacts as key clients within the
- MBA or MS, preferred. Graduate of a leading engineering school a plus
Our teams work with client members from all levels of the organization in order to integrate our staff’s strategy, operational, and industry experience with the client’s knowledge of its particular situation, culture, and constraints.
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.
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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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