Hybrid Senior Consultant, Customer Excellence

at Wavestone

• Job title: Senior Consultant, Customer Excellence
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Germany

About the role

• (Senior) Consultant Customer Excellence focusing on strategic customer-centric projects and implementing service excellence strategies for clients in the insurance industry across Germany.

Responsibilities

• Lead and support strategic and concept-driven projects with a focus on customer centricity.
• Develop and implement service excellence strategies across contact centers, customer excellence, and CRM tools.
• Work closely with clients in the insurance industry to design future-proof service processes.
• Analyze requirements in marketing, sales, and service to develop innovative, tailored solutions.
• Conduct thorough business analyses to identify optimization potential.
• Design customer-specific omnichannel strategies to improve efficiency and customer experience.

Requirements

• Relevant professional experience from a management consultancy or as an in-house consultant at a financial services provider, ideally with a focus on customer management.
• Experience leading and implementing strategic, organizational, functional, or technical projects — preferably in the insurance context.
• Strong analytical and conceptual skills and enthusiasm for innovative topics such as customer experience, digital lead management, and customer management tools.
• Completed university degree.
• Willingness to travel and fluent German and English.

Benefits

• Personal Growth Model and a Coaching & Leading approach to support development and day-to-day work.
• Wide training offering through our Academy, including bootcamps, language and certification courses, and individual coaching.
• Flexible career model and Fluid Company approach for individualized career paths.
• Mobile work policy enabling work from home or from one of our 7 offices in Germany.
• Mobile work abroad — up to 50 days per year working from within the EU.
• 30 days annual leave, additional days for special family circumstances, and various sabbatical options.
• Fixed monthly mobility budget for flexible, environmentally conscious mobility.
• Alternatively, an electric vehicle from the Manager/Managing Consultant level.
• Company culture with values such as responsible, energetic, and collaborative.
• Fair and attractive salaries, regularly adjusted based on external benchmark studies with a view to gender-equal pay.
• Monetary perks such as EGYM Wellpass and exclusive corporate shopping discounts.