Frost & Sullivan - Principal Consultant/Lead - Customer Experience - Growth Implementation Solution

Principal Consultant and Lead Customer Experience - Growth Implementation Solution

Company Description :

Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents.

For more information about Frost & Sullivan's Growth Partnership Services, visit http://www.frost.com.

Job Description :

Frost & Sullivan's APAC operation is in the process of recruiting a Consultant for the APAC Implementation team. This position will be to lead the customer experience practice within Frost & Sullivan.

- The role requires prior experience of driving customer experience initiatives including digital as a part of portfolio and delivering consulting assignments to clients.

- The candidate is expected have good customer experience strategy development and implementation skills, work is both on an individual basis and as part of a project team.

- The suitable candidate will play a critical role in developing the practice through thought leadership research, build frameworks and execution of consulting engagements.

- Reporting to the Director, the Principal Consultant will lead, coordinate and manage the consulting and implementation projects right from planning, developing, executing and finalizing the deliverables.

- This includes acquiring resources and coordinating the efforts of team members in order to deliver high quality output.

- This role will be a client facing role in terms of leading research reports, project execution(75-80%) and 20-25% of the time for business development.

Core responsibilities will include, but not be limited to, the following :

- Work closely with the strategy and operation teams to understand key client requirements and formulate project deliverables

- Design and develop approach interventions and strategic itinerary

- Implementation of project deliverables

- Undertake increasing responsibility in the delivery of all project deliverables

- Report the project status on a regular basis to the project manager and/or client

- Identify issue and risk associated mitigation plans and communicate to leadership

- Data analysis and industry research

- Perform business and process analysis

- Perform feasibility assessment and formulate alternative solutions

- Diagnose and assess capability within business functions

- Run focus groups and facilitate workshops within delivery

- Prepare and present to clients

- Actively contribute to the growth of the business by identifying and supporting sales opportunities

- Capture and develop Intellectual Property

Key Skills :

- Ability to interact comfortably at all levels of seniority

- Proven report writing, verbal and written communication and presentation skills

- Understanding functional requirements

- Strong analytical and problem solving skills

- Flexibility

- Ability to cope with pressure and challenges

- Change management implementation

- Strong commercial knowledge

- Financially numerate

- Strong interpersonal skills

- Strong team working skills

- High process and detail orientation

- Resourceful, reliant, energetic and persuasive character

- Able to work overtime and meet travel requirements

Preferred Experience :

The preferred candidate for this position would have the following :

- At least 8-10 years of working experience in leading customer experience consulting of which at least 3 years of experience in a supervisory position

- Experience with customer experience research, consulting and implementation

- Broad understanding /desire to learn of the current market/ technology trends

- Conceptualize research framework and approach and successfully execute projects within defined timelines

- Experience in managing consulting and customer process reengineering projects

- Working experience in the digital space as part of customer experience will be an advantage.

- Master's Degree in Business Administration