GN - Song - Service - GEN AI Agentic Innovation - Consultant

Join the Strategy & Consulting Global Network Song practice, which works with clients across marketing, sales and service functions to accelerate business change. As part of the team, you will provide transformation services driven by offerings like Service Transformation, helping clients optimise their customer service strategy and drive cost reduction, revenue enhancement, and customer satisfaction.

We are seeking a forward-thinking, technically astute Consultant to support business growth and deliver GenAI-powered service reinvention through Agentic AI solutions. This role is ideal for a strategic problem-solver with deep expertise in service experience design, modular AI agent design, and digital contact centre processes (6+ years of experience).

Roles & Responsibilities

• Gather and translate business requirements, analyse process, and design solutions for service design and implementation programs with GenAI and agentic plays.

• Support strategic assessments of current service capabilities and define GenAI-led reinvention roadmaps, next-gen operating models, future-fit capabilities and process designs.

• Work as a Business Analyst, Product Owner or functional consultant across service strategy, design and implementation.

• Help leaders drive client conversations on leveraging LLMs and their agentic capabilities to build new opportunities.

• Collaborate with solution architects, Data & AI teams, and platform SMEs to design and implement scalable solutions.

• Develop knowledge of prevailing GenAI trends, agent frameworks, AI workflow automation, LLM models, and prompt engineering.

• Guide clients through the design and implementation of future-fit, value-led service blueprints.

• Establish business value cases linking GenAI-driven digital innovation to KPIs such as productivity, revenue, and CSAT.

• Build strong client relationships, influencing decision-making and guiding clients through digital transformation in service.

What's In It For You

• An opportunity to work on transformative projects with key G2000 clients.

• Potential to co-create with leaders in strategy, industry experts, and business intelligence professionals to shape innovative solutions leveraging emerging technologies.

• Personalised training modules to grow your strategy and consulting acumen, industry knowledge and capabilities.