Experienced Consultant, Customer Service Strategy

West Monroe is a global business and technology consulting firm searching for a motivated Service Strategy consultant to join their Technology & Experience practice. The Experienced Consultant will collaborate with clients to analyze business requirements, create design documentation, and improve service experiences for customers.

Responsibilities
• Work with clients to understand and identify issues and objectives for improving service experience for their customers
• Help Identify and document requirements and create design documentation for an implementation
• Help create business cases and quantify value of improvements in a service organization (people, process, technology)
• Develop and articulate vision statements, strategies, objectives, key results, and roadmaps
• Support the development and enhancement of methodologies and client-delivery approaches for Service Excellence within our Customer Solutions practice
• Collaborate with technical resources to define solutions
• Create current- and future-state process maps outlining recommendations for optimization
• Identify issues and risks develop and execute mitigation strategies and communication plans: escalate, and monitor project issues to resolution

Skills
• Minimum of 1 year of consulting experience in Customer Experience, Customer Service, Help Desk, or Contact Centers
• Experience working in customer service organizations and can diagnose problems and provide recommendations
• Experience working with omnichannel technologies and platforms
• Proficient in Microsoft Office tools and collaboration tools such as Zoom
• Strong written and verbal communication skills; ability to cater messages to a range of audiences; especially the ability to communicate effectively to senior leaders and executives
• Ability to manage multiple tasks and contribute in a fast-paced, team-oriented environment
• Show a commitment to inclusion and diversity, as well as openness to new ideas and perspectives
• Ability to travel to client-site 30-50%
• Hybrid role: 1 to 2 days a week in office
• Industry experience in healthcare, financial services, and high tech

Benefits
• Medical, dental, vision, and basic life insurance
• 401k plan
• Employee stock ownership program
• Annual bonuses
• Unlimited flexible time off
• Ten paid holidays
• Ten weeks of paid parental leave

Company Overview
• West Monroe offers digital transformation, analytics, cloud, cyber security, business advisory, and management consulting services. It was founded in 2002, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is

Company H1B Sponsorship
• West Monroe has a track record of offering H1B sponsorships, with 4 in 2025, 2 in 2024, 2 in 2023, 10 in 2022, 7 in 2021. Please note that this does not guarantee sponsorship for this specific role.