Senior Consultant – Customer & Growth
EY
full-time
Posted on:
Location Type: Office
Location: Amman • 🇯🇴 Jordan
Visit company websiteJob Level
Senior
About the role
- Lead CX workstreams, ensuring timely and high-quality delivery of customer-centric solutions that align with the client’s strategic objectives.
- Collaborate with cross-functional teams to develop personas, customer journeys, and capability frameworks tailored to the client’s needs.
- Facilitate design workshops, stakeholder engagements, and client meetings to align on CX strategies and priorities.
- Analyze market trends, customer data, and industry benchmarks to uncover opportunities for innovation and business growth.
- Develop operating models, governance frameworks, and roadmaps to translate customer experience and growth strategies into tangible outcomes.
- Design and implement actionable strategies to drive organizational growth, in areas such as revenue generation, market expansion, and customer engagement initiatives.
- Provide coaching and mentorship to junior team members and foster a high-performing, collaborative team environment.
- Support business development efforts by contributing to client RFP and RFI responses through developing points of view, methodologies, and supporting administrative processes.
- Support the development of EY’s Customer & Growth competency by contributing to the development of thought leadership, tools, and methodologies.
Requirements
- A bachelor’s or master’s degree with a minimum of 2-4+ years of experience in customer experience strategy, journey mapping, or CX operations
- Proven experience in designing customer journeys, personas, service delivery models and other customer experience enablers (e.g., Voice of the Customer) with a track record of successfully implementing these deliverables to drive measurable outcomes
- Strong foundational knowledge of business design principles, including operating models, strategy cascading, KPI development, and process design.
- Experience in conducting benchmarking and integrating insights from leading practices into high-quality consulting outputs.
- Familiarity with customer-centric trends, tools, and methodologies, including human-centered design, service blueprinting, and CX measurement frameworks.
- Strong expertise in facilitating workshops, conducting qualitative and quantitative customer research, and synthesizing insights into actionable strategies that align with client objectives and industry best practices.
Benefits
- Future-focused skills development
- World-class experiences
- Flexible environment
- Diverse and inclusive culture
- Empowerment in work
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experience strategyjourney mappingservice delivery modelsVoice of the Customeroperating modelsstrategy cascadingKPI developmentprocess designbenchmarkinghuman-centered design
Soft skills
leadershipcollaborationcoachingmentorshipfacilitationcommunicationanalytical thinkingproblem-solvingteamworkstakeholder engagement