BCG - Boston Consulting Group
Principal (Customer Journey - Financial Services)
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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.
Practice Area Profile
What You'll Do
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, though candidates with excellent technology focused industry backgrounds and 4-5 years of previous consulting experience would also be considered
- 3-4 years leading/playing core role in driving technology projects – owning the project process, content and day-to-day client interactions
- 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
- An MBA or MS is preferred
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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