Roles & responsibilities
Customer Transformation & Functional Design
- Conduct diagnostic assessments across Marketing, Sales, Service, and CX to identify functional gaps, opportunities, and transformation levers.
- Develop future-state operating models, capability frameworks, and functional blueprints that align with enterprise strategy and platform roadmaps.
- Create customer journey maps, experience flows, and pain-point analyses to identify value pathways and redesign opportunities.
- Insights-Driven Strategy & Business Analysis
- Translate qualitative and quantitative insights into actionable recommendations for operational and customer experience improvement.
- Define KPI structures, measurement frameworks, and performance dashboards linked to value realization metrics.
- Support business case development and prioritization models using data-driven storytelling.
Functional-to-Technical Alignment
- Shape functional requirements, user stories, and acceptance criteria to enable effective implementation of CRM, CDP, Marketing Cloud, Service Cloud, DAM/PIM and adjacent platforms.
- Collaborate closely with product, engineering, and CX platform teams to ensure alignment between business intent and technical delivery.
- Client Engagement & Delivery Excellence
- Participate in client workshops, design sessions, and transformation forums with structured, hypothesis-driven viewpoints.
- Produce high-quality deliverables including process maps, strategic frameworks, analysis summaries, governance documents, and executive-level presentations.
- Support project management activities including RAID tracking, deliverable quality, and milestone planning.
- Practice & Capability Development
- Contribute to thought leadership, internal accelerators, reusable templates, and capability uplift across the Customer Advisory practice.
Required Skills & Expertise
Domain Knowledge
- Strong understanding of customer-facing functions, including:
- Marketing (strategy, campaign management, brand/trade)
- Sales (enablement, performance management, territory planning)
- Service (contact center operations, case management)
- Customer Experience (journey mapping, VOC, personalization)
- Customer Analytics (KPIs, segmentation, insights generation)
Consulting Competencies
- Ability to structure ambiguous problems and drive clarity through analytical rigor.
- Strong business process analysis, operating model design, and strategic synthesis.
- Exceptional communication skills can translate complexity into executive-ready narratives.
- High-quality documentation, precision, and structured storytelling.
Technology Awareness
- Strong proficiency in PowerPoint, Excel, Confluence, Jira, Miro.
- Knowledge of CRM, CDP, Marketing & Service Cloud, DAM/PIM, VoC platforms and awareness of AI/ML applications across customer functions is an additional advantage.
Qualification
- B.E./B.Tech/MBA from a reputed institution.
- 3 5 years (ACon) or 5 8 years (Consultant) of experience in customer transformation, consulting, or functional delivery.
