Advisory, Performance Improvement - Customer, Senior Associate Advisory, Performance Improvement - Customer,  …

Ernst & Young Malaysia
à Kuala Lumpur, Federal Territory, Malaysia
CDI, Plein-temps
Soyez parmi les premiers à postuler
Ernst & Young Malaysia
à Kuala Lumpur, Federal Territory, Malaysia
CDI, Plein-temps
Soyez parmi les premiers à postuler
Advisory, Performance Improvement - Customer, Senior Associate
In a world of dramatic and fast-paced change, the ability to retain existing customers and attract new ones is critical. As a Customer Advisory professional, you will provide clients with a strong analytical framework to transform their sales and drive sustainable growth. Joining one of our high-performing, globally integrated teams, you will work closely with our clients' marketing, sales and customer service functions, helping to ensure they interact effectively with their customer base.

Through our structured learning and development program, you will develop the skills, knowledge and experience to help grow our clients' businesses. With a network that stretches across the world, you will gain unparalleled insight and experience from different geographies and sectors. So whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.
The opportunity
We are looking for Seniors Associates to join our leading Customer Consulting team. Our Senior Associates are passionate about helping businesses reimagine and deliver their Customer Experience. They are smart, switched on and bring a strategic, creative and analytical mindset. Above all they want to make a real difference to our client's business and their customers.

Senior Associates are integral to our project teams and work closely with our clients to lead, inspire and influence thinking within the project. They are expected to coach and develop junior team members and are responsible for the delivery of complex deliverables, solutions or workstreams. They deliver impactful when presentation, and have experience in designing and facilitating client workshops, design sessions and/or customer research clinics. They are comfortable working with a level of ambiguity and at a fast pace in a dynamic environment.

Our Senior Associates enjoy working on varying projects and are open to learning about new industries and new cultures. They work across the project lifecycle from CX strategy through to CX design and execution. They deliver outstanding service to our clients and in do so in a way which helps achieve our purpose of "build a better working world"

Your key responsibilities

  • Assist in the design and implementation of customer-centric solutions that provide measurable commercial impact to clients
  • Create customer journeys in various client sectors, identify experiential pain points, delights and CX capabilities
  • Gather customer insights through research and voice of customer
  • Conduct competitive analysis and benchmarking to identify potential CX-related solutions
  • Ability to identify and address client needs, actively participating in client discussions and meetings, and manage assigned tasks
  • Ability to understand client's strategic direction and leverage your ability to problem-solving
  • Ability to ensure assigned task is delivered within the agreed timeline and budget
  • Ability to lead a workstream or parts of project delivery
  • Ability to work individually as well in a highly collaborative team environment
  • Coach and mentor junior team members
  • Contribute to the development of the Customer practice i.e. support industry events, thought leadership and development of new tools and methods

Skills and attributes for success

  • Strong analytical and problem-solving skills
  • Dedicated, innovative, resourceful, and able to work under pressure
  • Foster an efficient, innovative and team-oriented work environment with strong drive to excel professionally
  • A genuine passion and desire to improve the experience customers have with brands and organizations
To qualify for the role, you must have

  • Undergraduate or Postgraduate degree with at least 3+ years' working experience in a customer-facing and problem-solving capacity, preferably with 1 year in a business consulting role with a leading consultancy firm
  • Experienced in designing or delivering customer journeys in the market. We would be open to exploring profiles with varied years of experience for other grades
  • Familiarity with customer-centric trends, best practices and technology solutions. Some fundamental experience in at least one of the competencies would be an advantage:
    • Customer research and Insights
    • Human-centred Experience Design and Measurement
    • Sales and Marketing
    • Customer Services Operations and Channel Engagement
    • Recognized digital platforms and enabling technologies i.e. CMS, CRM
  • A track record of delivering high quality work / projects to time
Ideally, you will also have
• Sector-specific customer experience knowledge
• Knowledge in Agile and/or traditional project management
• Knowledge in product management and development lifecycle
• Knowledge in Design Thinking, UI/UX
• Collaboration tools

What we look for
Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you will be a confident team player equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization. If you're ready to take on a wide range of responsibilities, and are committed to seeking out new ways to make a difference, this role is for you.

What working at EY offers
EY offers a competitive remuneration package commensurate with your work experience, where you will be rewarded for your individual and team performance. We are committed to being an inclusive employer and are happy to consider flexible working arrangements (FWA), as needed, guided by our FWA Policy. Plus, we offer:
• Support, coaching and feedback from engaging colleagues
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that is right for you

About EY
As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world.

Apply now!

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