EY Business Consulting – Customer Experience Consultant (Staff) | Kochi
Job Description
Summary
EY (Ernst & Young), one of the world’s leading professional services firms, is hiring a Business Consulting – Customer Experience (CX) Consultant in Kochi. This role offers the chance to work with global clients across industries to transform customer experiences, design future-ready operating models, and drive business process re-engineering. If you have 2–4 years of consulting experience in customer experience, CRM, or digital transformation, this is an excellent opportunity to advance your career with EY’s Business Consulting team in India.
Job Details at a Glance
| Job Title | Business Consulting – Customer Experience Consultant (Staff) |
|---|---|
| Company | EY (Ernst & Young) |
| Location | Kochi, India |
| Other Locations | Primary Location Only |
| Department | Business Consulting – Customer Experience |
| Employment Type | Full-time |
| Experience Required | 2–4 years |
| Education | BE/B-Tech/MBA |
| Shift / Work Hours | Sunday to Thursday, 11:00 AM – 8:30 PM (MENA timings) |
| Requisition ID | 1645435 |
| Salary | Competitive |
About the Role
As a Customer Experience Consultant at EY Kochi, you will help clients reimagine their customer journey, service models, and digital strategies. You will work on CX transformation projects, design target operating models, and implement customer-centric policies, personas, and journey automation tools. This is a high-impact role where you will collaborate with senior leaders, develop innovative CX strategies, and contribute to EY’s growing Business Consulting practice.
Key Responsibilities
- Support customer experience strategy projects and business transformation initiatives
- Contribute to proposal development and client presentations for CX consulting opportunities
- Work across industries (Government, Banking, Insurance, Telecom, Energy, Media) to design customer-centric solutions
- Create To-be journey maps, personas, prototypes, and roadmaps for CX initiatives
- Develop and implement Voice of Customer (VoC) programs and track CX metrics (NPS, CSAT, CES)
- Redesign policies, procedures, and service models to improve customer satisfaction
- Identify opportunities for digital solutions (chatbots, mobile apps, virtual reality) to enhance user experience
- Conduct CX assessments and scoring, identifying initiatives for improvement
- Collaborate with cross-functional teams to implement process improvements and business model changes
Skills & Attributes for Success
- Strong research and report writing skills, with experience in analytics and CX tools
- Knowledge of customer experience strategy, CRM, and digital solutions
- Excellent presentation and PowerPoint skills
- Strong interpersonal communication and client-handling abilities
- Ability to work under pressure and prioritize multiple assignments
- Exposure to project management, service blueprinting, and customer marketing strategies
Qualifications
- Education: BE/B-Tech/MBA
- Experience: 2–4 years in consulting, customer experience, CRM, or business transformation
- Strong skills in presentation, report writing, and customer handling
- Familiarity with analytics tools and customer metrics (NPS, CSAT, CES)
Preferred:
- Experience in digital/disruptive technologies (Blockchain, IoT, AI, automation)
- Prior exposure to industries such as Government, Energy, Telecom, Media, Oil & Gas
- Flexibility to work Sunday–Thursday on MENA projects
Why Join EY?
- Be part of a market-leading consulting team with global exposure
- Work on cutting-edge CX transformation projects across industries
- Gain opportunities to develop expertise in digital solutions and innovation
- Collaborate with multidisciplinary teams across assurance, tax, strategy, and consulting
- Accelerate your career in a dynamic, global, and inclusive work environment
Apply Now
Take the next step in your consulting career with EY Kochi. If you are passionate about customer experience, business transformation, and digital innovation, this role is the right fit for you.