Financial Services Advisory - Senior - Customer at Ernst & Young LLP, Chicago, IL
At Ernst & Young, our 141,000 people work together to deliver assurance, tax, transaction and advisory services. We are united by our shared values and an unwavering commitment to quality, and we make a difference through leading practices that help our people, clients, and wider communities achieve their potential. Visit us at ey.com/us/about and see why Ernst & Young has been on FORTUNE's "100 Best Companies to Work For" list for 13 consecutive years.We currently are seeking a highly motivated Senior to support client engagement teams, work with a wide variety of clients to deliver professional services, and manage business development activities on strategic and global priority accounts.
Ernst & Young's Financial Services Office (FSO) is a uniquely industry-focused business unit that provides a broad range of integrated services to financial institutions and other capital markets participants, including retail and mortgage banking, commercial banks, investment banks, broker-dealers, asset managers (traditional and alternative), insurance and energy trading companies, and other organizations.
Our FSO Customer Practice assists clients with customer strategy development, experience analysis and design, insights and analytics, segmentation, data integration, channel delivery and architecture, metrics and scorecard development, assessment of sales, marketing and channel effectiveness, technology and data solutions, and implementation. Typical engagements span customer acquisition through sales/servicing and include one or more channels, e.g. call center, branch, and website, including mobile and social media.
Our focus areas within Customer:
- Customer Strategy - We help organizations define their value proposition and develop a compelling brand promise for their customers. We assess client interactions within and across channels and design the future-state experience based on opportunities identified and client research. This often involves development of customer segments based on multiple criteria and associated strategies for interaction design, messaging, and individual customer segment assignment.
- Customer Data and Analytics - We help organizations analyze customer interactions, behaviors, and research to understand needs and values and to quantify the magnitude of customer churn, retention, and growth along multiple dimensions. We form a single view of the customer for operational, marketing and analytical purposes through development of a client master, database architecture, and data governance model.
- Channel Optimization - We perform deep analyses of customer interactions and behaviors in all channels and identify opportunities for cost reduction, customer experience improvement, and operational efficiencies. These assessments and associated recommendations address all aspects of the organization, including culture, people, process, technology, and performance metrics, and focus on both individual channels and integration across channels.
- Customer Transformation - We enable organizations to realize their strategies and benefits by developing blueprints for delivery of the experience, data and capabilities. We also define structure and lead these comprehensive Customer change programs which encompass changes in skill requirements and organization design, deployment of operations capabilities, implementation of technology solutions including Customer Relationship Management (CRM), new performance measurement and reporting systems, and overall change and program management.
Ernst & Young FSO Advisory Services is a fast-moving, high-growth area with huge potential. It offers variety, challenge, responsibility and the opportunity to realize your leadership potential. Being a member of our FSO Advisory team means you will specialize in a particular competency within Risk, Performance Improvement, or Information Technology Advisory Services (ITAS).
The opportunity is now! If you are interested in being part of a dynamic team, serving clients and reaching your full potential, Ernst & Young Advisory Services is for you!
Responsibilities
Establish relationships with client personnel at appropriate levels. Consistently deliver quality client services. Monitor progress, manage risk and confirm key stakeholders are kept informed about progress and expected outcomes. Stay abreast of current business and industry trends relevant to the client's business.
Demonstrate in-depth technical capabilities and professional knowledge. Demonstrate ability to assimilate to new knowledge. Possess good business acumen. Remain current on new developments in advisory services capabilities and industry knowledge.
To qualify, candidates must have:
- a bachelor's degree and approximately 2 years of related work experience; or a graduate degree and approximately 1-2 years of related work experience
- a degree in business administration or business-related field; CFA, CPA and or MBA a plus
- a minimum of 1 year of experience in working on large-scale, customer-focused strategy, segmentation, analytics and change initiatives in 'brand name' consulting firms or internal consulting organizations at leading corporations
- a minimum of 1 year experience in Financial Services
- strong skills in developing business cases and knowledge of the financial impact of the proposed initiatives on the client's Profit and Loss statement
- strong facilitation skills and change management experience
- ability to articulate trends, client challenges, leading solutions and best practices
- ability to effectively communicate and present to senior management members
- proven track record of success achieving program changes
- a willingness to travel to meet client needs; travel is estimated at 80-90%
- a valid driver's license in the US and a valid passport required; willingness and ability to travel internationally
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