As a Senior Managing Consultant in IBM Global Business Services (GBS), you will be responsible for delivery of digital transformation programs to IBM's core financial services clients. The Senior Managing Consultant will leverage their expertise to work with business, technology and operations in executing their transformation programs in the areas of contact center, customer service and digital innovation.
The Senior Managing Consultant will have a focus on improving the efficiency and effectiveness of contact center/service operations by helping client design, develop and implement models that drive consistency, high quality client experiences across all channels.
The Senior Managing Consultant will develop relationships at the VP / SVP levels of IBM's core financial services clients. They will be able to manage multi-disciplinary teams and a diverse set of client stakeholder groups across business, operations and technology.
Required Technical and Professional Expertise
4+ years strategy, design and delivery of digital transformation programs experience
4+ years contact center transformation experience and familiarity with contact center platforms (e.g. Genesys)
4+ years of user experience design, digital innovation consulting and customer service operations
3+ years Financial Services industry-specific business process/operations knowledge
Hands on experience working with front, middle and back office operations
Comfortable building functional and technical frameworks for business and technology delivery programs
Preferred Tech and Prof Experience
6+ years strategy, design and delivery of digital transformation programs experience
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.