Customer Advisory Associate

Position Summary:

The Customer Advisory Associate is an entry-level role that supports customer advisory and business transformation engagements with a strong focus on customer experience (CX) and process improvement. This role works closely with engagement teams and clients to understand customer needs, document business processes, and help develop practical recommendations that improve customer journeys, service quality, and operational efficiency.

This position is ideal for fresh graduates who are interested in consulting, customer experience, and continuous improvement, and who want early exposure to client-facing advisory work.

Key Roles and Responsibilities:

1. Support customer advisory and CX-related engagements across various industries.
2. Assist in understanding client objectives, customer pain points, and engagement scope.
3. Participate in customer and stakeholder interviews, walkthroughs, and workshops (virtual and in-person).
4. Document current-state and future-state customer journeys and business processes using flowcharts, process maps, or journey maps.
5. Help identify gaps, inefficiencies, and opportunities to improve customer experience and service delivery.
6. Perform basic data analysis to support CX insights and recommendations.
7. Assist in developing customer-focused insights, improvement ideas, and recommendations.
8. Prepare client-ready materials such as presentations, reports, dashboards, and summaries.
9. Attend and actively participate in internal team discussions and client meetings.
10. Coordinate with team members to ensure timely completion of engagement deliverables.
11. Follow firm methodologies, tools, and professional standards in all client work.
12. Continuously learn through training, coaching, and exposure to different client engagements.
13. Support other customer advisory–related tasks as assigned.

Position Specifications:

1. Bachelor's degree in Business, Accountancy, Industrial Engineering, Marketing, or a related field.
2. Open to fresh graduates or candidates with limited work experience.
3. Interest in customer experience, consulting, process improvement, or business transformation.
4. Trainings or certifications related to CX, process improvement, or service design are a plus but not required.

Technical Competencies:

1. Basic knowledge or exposure to process mapping, customer journey mapping, or data analysis.
2. Familiarity with CX, Lean, Six Sigma, Design Thinking, or Agile concepts is an advantage.
3. Basic to intermediate skills in Excel, PowerPoint, and similar tools.
4. Strong analytical and problem-solving skills.
5. Attention to detail and a willingness to learn.
6. Good written and verbal communication skills.
7. Good listening skills and an empathetic, customer-first mindset.
8. Ability to work well in team-based and fast-paced environments.
9. Basic understanding of end-to-end business or service processes is an advantage.
10. Exposure to ERP systems (e.g., SAP, Oracle) is a plus but not required.