Our Customer Service team helps clients build customer-centric service strategies and operating models across four core areas: Service Strategy & Channel Design (defining the target service strategy and channel mix across contact center, digital, and other channels); Contact Center & Operations Excellence (diagnosing performance and improving efficiency, quality, and cost-to-serve); Digital & AI-Enabled Service Transformation (redesigning how customers are served through self-service, automation, and AI-powered tools); and Customer Success & Retention (designing proactive, relationship-driven models, including the org, governance, and KPIs needed to retain and grow customer value over time). A core part of this role is helping colleagues who are putting together a client pitch for Customer Service-related projects; understanding client needs and confirming the BCG Sales & Service team is the right fit (or pointing them to who is), surfacing client pain points and pulling together relevant client examples, sharing POV and thought leadership materials, including building Sales, AI-powered product demos, identifying topic experts to support the pitch and bringing in senior BCG support when it''s truly needed to close the deal.