Our consultancy client are looking for an experienced consultant to work on a client project in the financial services arena. The client is going through a major transformation programme currently and they are looking for someone to own how their customers are engaged with, onboarded, serviced and supported during this major transformation. This will involve building the plan to keep them informed, documented, supported and measured through the change together with the economics that hold the model together. Acting as the design authority for the engagement and support model assuring the solution from concept through to live running and holding the final call on design questions.
Owning the client engagement and support model end to end, covering the operating model, service tiering across L1, L2 and L3. You will handle the communications architecture and the client journey through each phase of change acting as the design authority for the work stream. You will need significant consulting, transformation or operational change experience in capital markets with indepth post trade, client lifecycle, onboarding or client servicing with a design track record on large complex programmes. Experience of client migration, re-papering, remediation or client outreach programmes at tier one institutions with familiarity with service tiering, capacity modelling and effort build up methods for client support operations.
The role will be mainly remote with occasional travel to Europe.