Senior Manager/Manager - Strategy & Consulting - Customer Service Transformation

Role: Retail Service Transformation / Senior Manager/ Manager Company: Management Consulting, Big 4 Experience: 12+ Years (L06) Role Overview: - The Hiring Strategy and Consulting lead for Customer Service Transformation will serve as a senior advisor, orchestrating large-scale change initiatives that redefine how organizations interact with their customers - In this capacity, you will work closely with C-suite stakeholders and business unit leaders to diagnose operational inefficiencies and design comprehensive strategies that bridge the gap between physical and digital service touchpoints. - You will be responsible for leading high-stakes engagements, guiding cross-functional teams through complex transformations, and ensuring that strategic recommendations translate into measurable business outcomes and improved customer experiences. Must-have skills: Retail Service Reinvention / Customer Service Strategy & Transformation; a blend of industry and consulting experience with deep understanding of the end-to-end retail. Roles and responsibilities: - Service Strategy & Advisory - Experience Design - Operating Model & Process Transformation - Technology & AI Transformation - Human + Agentic Operations - Enterprise Transformation Delivery - Practice Building - Professional & Technical Skills Contact: Smita Tyagi