Experienced Consultant - Service Operations

Experienced Consultant - Service Operations

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Overview

The Operations Practice assists our clients in solving complex operational challenges. McKinsey’s Service Operations service line helps clients create and execute service strategies that lead to competitive advantage, an improved customer experience, higher effectiveness and quality of work, and measurable bottom-line impact. The service areas range from end-customer services to internal back-office operations, and we support the transformation of operating models including structures, processes, technology, and people.

Your Role

You will play an active role in problem-solving for clients, including identifying issues, forming hypotheses, designing and conducting analyses, and synthesizing conclusions into recommendations. You will shape clients’ digital agendas, create the next generation of operational models, and digitally transform end-to-end journeys using advanced analytics, robotics, and agile methodologies in service-oriented industries. You will assist client teams in developing strategies and technology roadmaps for implementing processes and operating systems that support applications connected to digital service operations.

You will also gain new skills and build on the strengths you bring to the firm. You will receive exceptional training, frequent coaching, and ongoing mentoring from colleagues and senior leaders on your teams. You will be based in one of our European offices as part of our Operations Practice.

Responsibilities

• Engage with clients to identify issues, formulate hypotheses, design analyses, and synthesize actionable recommendations.
• Contribute to shaping digital agendas and operational models; drive digital transformation of end-to-end journeys using analytics, robotics, and agile methods.
• Support development of strategies and technology roadmaps for implementing processes and operating systems tied to digital service operations.
• Collaborate with client teams and colleagues to deliver impactful results and sustainable improvements.

Qualifications and Skills

• A master’s degree and exceptional academic performance.
• Broad experience in modern technologies (digital solutions) and robotics, preferably in banking, insurance, software, or from specialized consultancies (e.g., digital Service Operations, end-to-end process digitalization, lean/Six Sigma, zero-based budgeting).
• Proven leadership experience in a work setting and/or through extracurricular activities.
• Mobility and enthusiasm for taking on European assignments during the work week.
• Exceptional analytical and quantitative problem-solving skills.
• Strong communication skills in English and the local office language, both verbal and written.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Consulting, Customer Service, and Project Management
• Industries: Banking, Insurance, and Business Consulting and Services

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