Location: London, United Kingdom
Date Posted: May 4, 2023
This role sits within the EMEA Digital & Technology (DTS) practice at Alvarez and Marsal. A&M Digital revolves around a full-service Digital offering spanning Strategy, Customer Experience, Technology and Data. Our positioning is at the intersection of strategy and execution (not slides and then gone, nor fingers on keyboards coding & testing or detailed customer journey designing), architecting the destination, orchestrating the delivery and navigating the change & transformation journey.
Through our DTS practice, Alvarez & Marsal (A&M) helps clients ideate, incubate, and industrialise new business models including agile target operating models, customer and product innovations, or intelligent and automated back offices leveraging a mix of capabilities ranging from digital product management, customer experience (CX) service design, data and analytics, and self-service platforms. Working directly with client management, A&M's involvement reassures all stakeholders that the company is taking important steps to address key market opportunities or challenges and maximise the value of its business and technology investments moving forward.
A&M’s DTS professionals work on some of the world’s most high-profile cases in a rapidly transforming landscape, striving for game-changing solutions that provide impactful long-term change. Our international team is comprised of seasoned executives from diverse backgrounds, functional experts & highly skilled consultants.
Purpose of the Customer Experience (CX) team:
This is a fantastic opportunity for you to join a ‘hands on’ CX team. You will contribute to work streams on large programs but also smaller projects, leveraging your Digital & Technology knowhow and skill set in challenging the status quo and developing sound solutions either from an external point of view or in collaborative settings with your client organization.
Alongside out broader DTS team colleagues, we define and deliver innovative strategic outlooks – aligning each CX initiative to a specific company goal- getting the client from where the company is today to where it wants to be in the future.
The CX team drive the optimal perception that customers have of a clients’ brand -- before, during and after a product or service purchase. We put the customer at the center of all interactions, improving the digital experience on website and mobile apps and the customer experience of all touch points with a client, driving long term engagement, loyalty & trust. This happens across social networks to YouTube Channels, and from instore to online, transform all digital marketing / sales / service to determine a complete and future-thinking Customer & Digital experience proposition.
Our vision is a customer operation combining a human-digital hybrid that enables 24/7 customer engagement & end-to-end services. Our Customer Experience team cover the customer lifecycle of attraction, satisfaction, and retention. The team are experts at enhancing Customer & Digital Experiences for our clients, promoting the shift to digital channels through leading process transformation and technology.
This work includes gathering and analysing information, formulating and testing hypotheses, and developing and communicating recommendations. You’ll also have the opportunity to present results to client management and implement recommendations in collaboration with client team members. You will work with clients and teams on broader consulting work that includes strategy, operations/processes, training, organisational structuring, new digital initiatives, and marketing with a strong digital focus.
You will support the delivery of digital CX transformation projects within the UK region and across EMEA, where identifying disruptive transformation levers and managing political complexity will be key to generate significant and sustainable savings. Assignments will focus on delivering large and complex transformation programs across our key client industries, bringing high added value to our clients (disruption mindset, restructuring DNA, acceleration of the transformation). To this effectively, you will need to:
The ideal candidate would possess a strong passion for (large scale) digital CX transformation, with both industry and consulting experience. Experience & abilities will depend a little on the focus but are likely to include:
Companies, investors, lenders and government entities around the world turn to Alvarez & Marsal (A&M) when conventional approaches are not enough to activate change and achieve results.
Privately-held since 1983, A&M is a leading global professional services firm that delivers performance improvement, turnaround management and business advisory services to organizations seeking to transform operations, catapult growth and accelerate results through decisive action. Our senior professionals are experienced operators, world-class consultants and industry veterans who draw upon the firm's restructuring heritage to help leaders turn change into a strategic business asset, manage risk and unlock value at every stage.
When action matters, find us at www.alvarezandmarsal.com
Diversity & Inclusion:
A&M’s entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M’s core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity and we foster inclusiveness. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.
A&M’s entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M’s core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity, and we foster inclusiveness, encouraging everyone to bring their whole self to work each day. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.
It is Alvarez & Marsal’s practice to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, sex, sexual orientation, gender identity, family medical history or genetic information, political affiliation, military service, pregnancy, marital status, family status, religion, national origin, age or disability or any other non-merit based factor or any other characteristics in accordance with all applicable laws and regulations.
Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.