McKinsey Implementation Business Operations & Customer Experience - Coach

Job Description

Who You'll Work With

You will be a part of McKinsey Implementation (MI) – a rapidly growing capability for our firm – in one of our offices in North America. As a member of MI, you’ll work in a collaborative culture, working closely with our client project teams solving their toughest problems, providing end-to-end support to ensure the clients are able to deliver and sustain the full benefits of McKinsey’s recommended change in their business. Blending strategic thinking with hands-on practicality, our team of consultants and experts work to develop and implement strategies that solve our clients' most critical problems on a global scale. Our team acts as the trusted advisor to senior leaders and help change mindsets and model behaviors while guiding an organization and its leaders through change and implementation to achieve sustainability of their programs.

What You'll Do

You will be responsible for blending strategic thinking with hands-on experiences, advising on developing and defining operational strategies, and helping our clients build capabilities in delivery and execution around their most critical problems. As a McKinsey Implementation consultant, our work is about coaching and delivering lasting outcomes. In your role, you’ll provide a unique set of tools and techniques to help clients identify opportunities for improvement, focused on our clients’ customer care/call center / frontline staff. You will implement recommendations in support of our client’s business objectives. You will work directly with clients while sharing your expertise and insights with colleagues globally, thereby expanding our knowledge and refining our approaches in Service Operations.

Qualifications

• 3+ years work experience in designing solutions, business processes, operating models and leading large implementation programs crossing multiple functions in one, or a variety of industries
• Bachelor’s degree, Master’s degree preferred with academic achievement
• Hands-on experience in customer experience, frontline and sales transformations, digital operations, and corporate and business function process improvements
• Demonstrated performance improvement and change management
• Superior problem solving and analytical skills
• Comfortable with heavy client contact and building a relationship with clients
• Strong interest and passion for coaching or mentoring clients
• Industry expertise preferred in Banking, Insurance, Financial Services, High Tech, Media, Telecom, Retail/Consumer, Healthcare, Travel/Transport, or Public Sector
• High-value personal qualities - critical thinking and problem-solving skills, ability to influence, work in teams, resourceful, responsible, tenacious, independent, self-confident, high-energy
• Ability to travel 80% (Monday-Thursday)