Financial Services - Customer Solutions, Associate

Booz & Company,Atlanta, GA
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Job Description

Key Role:
Apply well developed consulting skills and an in-depth functional knowledge in the execution of Financial Services assignments. Plan, organize, and lead tasks and projects to ensure the quality of client deliverables. Leverage and improve various frameworks and methodologies within Financial Services and Customer Experience Design. Demonstrate knowledge of industry and market trends in providing recommendations to clients based on best practices. Interpret the results from multiple project components and translate these findings into clear and compelling recommendations and solutions. Work closely with client team members to generate practical solutions and ensure clients assume the ownership required for successful implementation.

Basic qualifications:
  • 3 years of experience with relevant functional post-graduate work with a strategy, boutique, technology, or Big 4 consulting firm, or in an internal consulting capacity showing progressive advancement and a record of achievement required
  • Ability to articulate how a problem is approached and decomposed
  • Ability to categorize assignments into "consulting" categories (i.e. Diagnostic/Assessment, Solutions Design, Architecture Design, PMO-related, Operating Model design, Transformation plan, Implementation Phasing, Communications plan, Business Case Development etc)
  • Experiences in financial spreadsheet manipulation (i.e. Excel models)
  • Experiences in creating consulting style PowerPoint deliverables, status reports, meeting notes, project tracking etc
  • Ability to travel up to 100> of the time
  • Bachelors degree (MBA or MS degree preferred)
Additional qualifications:
- Business/Client Engagement Skills:
  • Customer Experience design -- an understanding of differentiated experiences by customer type/value
  • Enterprise level processes and GAP analysis (expertise in at least 3 of the following):
    • Marketing Lifecycle and workflows
    • Sales Lifecycle and workflows
    • Service/Customer Care Lifecycle and workflows
    • Originations Lifecycle and workflows
    • Fulfillment Lifecycle and workflows
    • Risk Assessment and Customer Analytics
  • Ability to describe client's landscape via scenarios and use cases (i.e. customer-employee interaction, employee-technology, customer-technology, contact center-IT landscape etc)
  • Multi project/program Business Case Development in Customer Centric Programs
  • CRM/MDM/Customer Centricity organizational assessment and analysis
  • Performance management (business and technology KPIs, SLAs, operationalization of metrics etc)
- Technology Skills
  • Understanding of CRM Technology layers (customer touchpoints, user desktops, business rules, back end integration, data layers etc)
  • Single View of Customer/360° View/MDM
  • Multi-channel architecture design (integration between branch, call center/phone, web etc)
  • Enterprise architecture design (presentation layer, services layer, integration layer, data layer etc)
  • Telephony, web and network architecture (for marketing campaign execution, lead management, inbound/outbound sales teams, inbound service teams etc)
  • Enterprise data warehouse
  • Future State Architecture Blueprinting
  • Future State Technology Roadmap (tied to future state business capabilities)
  • Experience with 3rd Party Vendor Applications in one or more of the following: CRM, Business Process Mgmt, BI and reporting, Middleware, Data
- Experience in research tasks
- Experience in RFP and proposal development
- Experience in/ability to conduct workshops (business solutions, technical solutioning etc)
- Experience in outsourcing related analysis or PMO efforts
- Strong leadership and facilitation skills
- Strong oral, written presentation and communication skills
We are proud of our diverse environment, EOE, M/F/D/V.
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