Expert Consultant - Digital Customer Journey


Berlin, Cologne, Dusseldorf, Frankfurt, Hamburg, Munich, Stuttgart, Vienna


Europe & The Middle East


Technology & digital


Insurance, Technology industries

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 GAMMA.

Practice Area Profile

Through People & Organization, BCG works with our clients — senior business executives— who value BCG’s strategic, fact-based, and impact-oriented approach supported by senior teams, rich benchmarking databases and analytical capabilities. We provide expertise to our clients across all industries through our capabilities in areas like Organization Design; Change Management; Shared Services and Support Functions; Culture, Purpose and Engagement; Leadership & Talent; and Agile Ways of Working.

What You'll Do

What you'll do

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

Customer Journey based Digital Transformations

  • 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.

What You'll Bring (Experience & Qualifications)

You're good at
  • You are analytical and structured
  • You have advanced quantitative analysis
  • You have solid business acumen and commercial capabilities
  • 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
  • You are fluent in the respective local language and English, other languages would be of added benefit

You bring (Experience & Qualifications)

We’re looking for exceptional talent from consulting or industry 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 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

You'll work with

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.

Our Expert Consulting Track (ECT)

Expertise is of vital importance to BCG and our clients and the ECT is a core pillar of BCG’s strategy. Our clients expect BCG to help tailor solutions to their specific needs, and increasingly expect us to bring deep industry and functional expertise to the table. Our continued investments in knowledge and expertise have been a critically important driver of our success. The growth and development of the ECT cohort is a core component of these investments. The track enables individuals to bring significant value to BCG with relevant operational or technical experience in specific fields, usually gained outside of BCG either in industry, academia or specialised consulting. It also provides expert consultants opportunities to apply and expand their knowledge and experience across markets and functions. A tailored onboarding program supported by relevant leading consultants will enable a successful start at BCG.

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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