Wavestone

Associate Consultant, Customer Experience & AI Strategy

Wavestone

full-time

Posted on:

Location Type: Hybrid

Location: Nuremberg • 🇩🇪 Germany

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Job Level

JuniorMid-Level

Tech Stack

CloudServiceNow

About the role

  • You advise our clients on designing and optimizing sales, customer and service solutions, including requirements gathering, vendor selection (e.g., Salesforce or Microsoft Dynamics) and agile implementation.
  • You define and implement future-proof omnichannel strategies with the team, optimize sales processes, and shape the rollout of digital sales tools.
  • Your focus is on creating seamless customer engagement and strategically shaping customer processes and the customer journey.
  • You also support analytical topics such as customer segmentation and customer value analyses.
  • You design strategic target operating models for customer service organizations and analyze customer service journeys and contact center performance KPIs.
  • You analyze existing CX system landscapes (e.g., Adobe, Salesforce, SAP CX, Microsoft Dynamics, commercetools) and develop concrete recommendations for consolidation, optimization and cost reduction.
  • You develop innovative use cases for applying generative AI and automation in sales and service.

Requirements

  • You have (or will soon complete) a degree in business studies, business administration, business informatics, computer science, business mathematics or economics.
  • Ideally, you have initial practical project experience in sales, omnichannel management and customer service, either at a consulting firm or in-house.
  • You have initial knowledge of customer-centric sales, marketing and CRM processes.
  • Ideally, you already have an overview of the Microsoft Dynamics 365 product portfolio.
  • You are interested in how relevant sales, CRM and loyalty platforms work (Salesforce, Microsoft Dynamics, ServiceNow, Genesys, Sprinklr, Qualtrics).
  • Initial knowledge of the logic/architecture of modern CX platforms and technologies (e.g., Adobe Experience Cloud, Salesforce, SAP CX, Composable Commerce, PIM, OMS, portal solutions).
Benefits
  • Our Personal Growth Model and Coaching & Leading approach provide close, comprehensive support for both your long-term development and your daily work.
  • Our Academy offers a wide range of training such as language and certification courses, individual coaching and targeted leadership training.
  • Thanks to our Mobile Work policy, you can work comfortably from home or from one of our offices in Germany.
  • With "Mobile Work Abroad" you can work up to 50 days per year from other EU countries (as well as the UK, Norway, Iceland, Liechtenstein and Switzerland).
  • 30 days of annual leave, additional days off for special family circumstances, and various sabbatical options.
  • A fixed monthly mobility budget.
  • From the Manager / Managing Consultant level onward, an electric vehicle is available as an alternative.
  • Being responsible, energetic and collaborative are core elements of our everyday culture.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
requirements gatheringvendor selectionagile implementationcustomer segmentationcustomer value analysistarget operating modelscontact center performance KPIsgenerative AIautomationomnichannel strategies
Soft skills
advisingoptimizingcreating seamless customer engagementstrategic shapinganalytical thinkingproject experiencecustomer-centric focusinterest in sales processescommunicationcollaboration