Consultant - Service Operations

You will be based in one of our European offices as part of our Operations Practice. Our Operations Practice assists our clients in solving complex operational challenges. Blending strategic thinking with hands-on practicality, our teams of consultants and experts work to develop and implement operational strategies that solve our clients’ most pressing problems.

McKinsey’s Service Operations service line is part of our Operations Practice. It 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 we work in range from end-customer services (e.g., call centers and field services) to internal back-office operations (e.g., in IT, HR, and Finance). In each of these areas, we help our clients enhance their productivity and set them up for the future, which, in many cases, leads to the longer-term transformation of the operating model (including structures, processes, technology, and people).

When you join McKinsey as a Consultant, you join a firm that will challenge you and invest heavily in your professional development. You will have the opportunity to work in dynamic teams and help leading global organizations solve some of their most challenging and complex problems.

Your Impact

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 and lead them toward next-generation operational models—digitally transforming end-to-end journeys using advanced analytics, intelligent automation, GenAI, and agile methodologies in service-oriented industries. Additionally, you will assist our client teams in developing strategies and technology roadmaps for implementing processes and operating systems that support applications connected to digital service operations.

As part of your role, you will help clients imagine and implement the future of service delivery—where AI, GenAI, and agentic technologies are reshaping how services are designed, delivered, and scaled. You will work with cross-functional teams to explore AI-native operating models, integrate intelligent agents into service ecosystems, and help clients future-proof their service strategies by embedding emerging technologies across front- and back-office operations.

While hands-on experience in these areas is a plus, what matters most is your ability to think ahead, connect technology to business outcomes, and inspire bold change. 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.

As part of our two-year Operations Excellence Program (OEP), you will work on client engagements in the same way as any other McKinsey consultant. You will gain leading edge operations and consultancy skills, primarily through on-the-job coaching, which will be complemented by the OEP’s structured capability-building program. We view the OEP position as the start of a rewarding, challenging and highly flexible career with McKinsey and the Operations practice.

During your first few years with the firm, you will serve as a junior practice specialist on multiple client engagements and work with a number of colleagues and clients in a range of industry and operations service lines. You will acquire the necessary knowledge and expertise to help companies achieve excellence in their operations. Along with other members of the OEP community, you will dedicate many days to functional training and knowledge development under the leadership of our operations experts. You will follow a curriculum based on operations excellence themes and will receive advanced training in one of six specific areas of operations: manufacturing, product development, purchasing, service operations, supply chain management, or capital excellence. Upon completion of the program, successful consultants will join our global group of leading experts in operational excellence.

Your application should be in English and include your CV and your transcripts (high school, university, etc.), indicating all relevant grades.

Your qualifications and skills

• Master’s degree and exceptional academic performance
• Initial experience or strong interest in AI-powered service innovation, including digital solutions, robotics, and emerging technologies such as Generative AI, intelligent agents, and AI-native service models—ideally in banking, insurance, software, or consulting contexts
• Proven record of leadership 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
• Ability to communicate complex ideas effectively, both verbally and in writing, in English and local office language