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EY Global Delivery Services
EY Global Delivery Services
location iconLocations: Wrocław
level iconLevel: specialist
Customer Experience Senior Consultant (with German or French)

Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY. Join EY GDS as Customer Experience Senior Consultant (with German or French) and help other companies be people centred, data informed and technology enabled. Co-design and deliver brands, products and services that create value and differentiation for customers, employees and for businesses.

The opportunity

The role is for an experienced hands-on CX Consultant who can take up opportunities in the Customer Experience space either in Marketing, Sales, Service or Pricing area.

Your key responsibilities

  • Depending on your area of expertise - work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across either Marketing, Sales, eCommerce or Customer Service Touchpoints. Help companies with their Digital Transformation and prepare roadmaps.
  • RFP/ RFI & Proposals: Own and lead writing and responding to winning Customer Experience, Design Experience or UX Design RFP/ RFI & Proposals
  • Research: do hands-on research to drive innovation, identify and pick up latest trends, best practices, frameworks, business to users’ digital interactions and habits and move them into CX practice as framework components.
  • Consulting Workshops: engage internal & external stakeholders in CX/UX Workshops to deliver CX & Digital transformations across a mix of Touchpoints, Channels, Devices including Mobility (Apps), Interaction Design across Ecommerce, Web Portals/ Websites, Chatbots, Social Apps, AR/ VR Applications, Enterprise & SaaS Products

Skills and attributes for success

  • Act as a trusted advisor in understanding and analysing client's business requirements, CX to UX needs and aspirations enabling clients to understand the Art-of-the-possible for CX transformations, GTM with products, CRM Transformations in either Marketing, eCommerce, Sales or Service.
  • Drive Ideation, Interaction Design around Personas, new design patterns. Be an innovative thinker with Human Centred Design approach.
  • Understand the limitations of client/ internal tech stacks, ecosystems and business model and provide design advice wherever necessary.
  • Work with UX Leads to take strategy to execution via UX Designs, MVPs/ prototypes.

To qualify for the role, you must have

  • 4+ years of experience in identifying & building customer journeys (across multiple Digital & Physical touchpoints) either in Marketing, Sales, eCommerce or Service for B2C / B2B customers
  • Expertise in CX Journey design, CX analytics, digital platforms & products in the CRM space of Marketing, Sales, eCommerce or Customer Service.
  • Sufficient knowledge to help build and refine Consulting Frameworks around processes, technology and people to enable clients create enhanced B2C/B2B Customer Journeys or Digital Products, Applications& Touchpoints.
  • Vertical & Industry Experience eg. in Consumer Industries or Retail, eCommerce, Telecom, BFSI, Product organisations or CX Consulting services.
  • Proficiency in English and good command of German/French (B2+)

Ideally, you’ll also have

  • Tech/ Tools Skills: solid hands on experience in CX Design collaboration tools to build and modify CX journey flows, processes (e.g. Visio, IBM Blueworks, ARIS, Uxpressia)
  • Hands on experience with popular CRM Marketing Automation & Content Management Systems (CMS), e.g., Adobe, Salesforce, Oracle CRM & Marketing Clouds, Adobe AEM, Magneto, SAP Hybris etc.

What we look for

  • people with commercial acumen, technical experience and enthusiasm to work with companies across the globe
  • people not afraid to ask questions, deep dive into the challenge and eager to constantly learn and self-develop

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

  • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
  • Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
  • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
  • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

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

The exceptional EY experience. It’s yours to build.


  • iconConsulting, Customer Service, BPO/SSC
  • iconEnglish, German, French
  • iconWrocław, dolnośląskie

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