Management Consultant - Customer Experience Strategy

Placements24; Kimberley; On-site; CAD 68,000 - 101,000; Full time

Benefits offered by this job

Health insurance

Career development programs

Bonuses

Job summary

Placements24 is seeking a seasoned Management Consultant to join the Customer Experience Strategy team in Kimberley. You will analyze customer journeys, design CX strategies, and lead cross-functional initiatives to improve loyalty and satisfaction across channels.

The role requires a Master’s degree and 5+ years in CX, marketing strategy, or consulting, with strong presentation and stakeholder management skills. A client-facing, results-driven mindset is essential.

Qualifications

• Master's degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience management, marketing strategy, or consulting, with a focus on CX.
• Proven experience in developing and implementing customer experience strategies.
• Strong understanding of customer journey mapping, service design, and user experience (UX) principles.
• Excellent analytical and problem-solving skills, with proficiency in data analysis tools.
• Outstanding communication, presentation, and interpersonal skills.
• Ability to influence stakeholders at various levels and drive consensus.
• Experience in conducting customer research (qualitative and quantitative).
• Passion for customer-centricity and delivering exceptional customer value.
• Demonstrated ability to manage projects and deliver results in a client-facing role.

Responsibilities

• Analyze customer journeys to identify pain points and opportunities for improvement.
• Develop CX strategies aligned with business objectives and brand positioning.
• Design customer-centric processes, service standards, and engagement models.
• Use data analytics and feedback to inform strategy and measure effectiveness.
• Collaborate with marketing, sales, operations, and IT for integrated CX delivery.
• Facilitate workshops with clients to co-create innovative solutions.
• Develop business cases and presentations to advocate CX initiatives.
• Stay updated on trends in CX, digital engagement, and consumer behavior.
• Manage project timelines and deliverables with client satisfaction in mind.
• Coach client teams on implementing CX best practices.

Skills

CX strategy

Stakeholder management

Data analysis

Journey mapping

UX principles

Communication skills

Client-facing

Project management

Market research

Education

Master's degree

Tools

Data analysis tools

UX design tools

Job description

About the Role

Our client, a leading management consultancy, is seeking a dynamic Management Consultant to join their Customer Experience Strategy team. This role, based in Kimberley, Northern Cape , will focus on helping clients enhance their customer journeys, improve customer satisfaction, and drive loyalty through innovative strategies. You will work with diverse organizations to understand their customer needs, analyze touchpoints, and design seamless, positive experiences across all channels. This is an exciting opportunity for a strategic thinker with a passion for customer-centricity to make a significant impact.

Key Responsibilities

• Conduct in-depth analysis of customer journeys, identifying pain points and opportunities for improvement.
• Develop customer experience strategies aligned with business objectives and brand positioning.
• Design customer-centric processes, service standards, and engagement models.
• Utilize data analytics and customer feedback to inform strategy and measure effectiveness.
• Collaborate with cross-functional teams (marketing, sales, operations, IT) to ensure integrated customer experience delivery.
• Facilitate workshops with clients to co-create innovative customer solutions.
• Develop business cases and compelling presentations to advocate for customer experience initiatives.
• Stay abreast of emerging trends in customer experience, digital engagement, and consumer behavior.
• Manage project timelines and deliverables, ensuring client satisfaction.
• Coach and advise client teams on implementing customer experience best practices.

Requirements

• Master's degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience management, marketing strategy, or consulting, with a focus on CX.
• Proven experience in developing and implementing customer experience strategies.
• Strong understanding of customer journey mapping, service design, and user experience (UX) principles.
• Excellent analytical and problem-solving skills, with proficiency in data analysis tools.
• Outstanding communication, presentation, and interpersonal skills.
• Ability to influence stakeholders at various levels and drive consensus.
• Experience in conducting customer research (qualitative and quantitative).
• Passion for customer-centricity and delivering exceptional customer value.
• Demonstrated ability to manage projects and deliver results in a client-facing role.

Benefits

• Our client offers a competitive salary, comprehensive benefits package including health insurance and retirement planning, and performance-based bonuses.
• We are committed to fostering employee growth through extensive training programs, mentorship, and opportunities for career advancement.
• You will work on challenging projects with leading companies, gaining invaluable experience in customer strategy.
• This role is based in Kimberley , providing a professional work environment.
• Join a collaborative team passionate about driving customer success and innovation.