Associate Director - Customer Journey & Transformation Advisory - Banking & Insurance

Cambridge Credentials; England; On-site; GBP 90,000 - 120,000; Full time

Job summary

A leading strategy consultancy in the United Kingdom is seeking a Senior Manager/Associate Director for their Transformation and Strategy team. The role focuses on customer-centric transformation within retail and consumer banking or insurance sectors. Candidates should have a solid consulting background, experience in leading client engagements, and the ability to build strong relationships. Required skills include project management and a deep understanding of customer strategies. Successful applicants will be contacted within 24-48 hours.

Qualifications

• Significant experience in consulting or transformation.
• Proven track record of leading large-scale client engagements.
• Applied understanding of customer strategy across multiple segments.

Responsibilities

• Build trusted relationships with clients.
• Take responsibility for large projects.
• Coordinate deliverables across multiple workstreams.
• Design future front-office operating models.

Skills

Consulting experience

Customer transformation

Project management

Stakeholder management

Innovation methodologies

Tools

CRM technologies

Agile methodology

Job description

Our client, a leading strategy consultancy, is seeking exceptional candidates to interview for a client-facing senior manager / associate director role within their Transformation and Strategy team, focusing on either retail and consumer banking or insurance clients. Experience of leading on customer transformation programmes is a must! Our client is willing to promote in an experienced 3-4 year manager in to this position

This role is focused on building and driving teams to win and deliver customer centric transformation, focussing on the front office, and integrating sales, service and marketing capabilities to deliver seamless customer experiences. The successful candidate will need to work with capabilities and solutions drawn from across the firm. The successful candidate draws on their skills to understand their client’s business problems and knowledge of the industry to design, implement and scale relevant solutions for their clients.

Responsibilities

• Build strong, trusted advisor relationships with client counterparts. Establish role as day to day / key client contact on engagements.
• Take day-to-day responsibility for large projects and engagements.
• Own the development of their go-to-market capabilities and alliance relationships.
• Manage and develop people effectively within our practice and business.
• Project work will involve working with the client to undertake a range of activities ranging from : proposition and product exploration; channel strategy and front-office operating model redesign; AI servicing transformation design, MVP and execution; customer treatment design and execution; front office and customer data migration (post integration); customer transformation roadmap development; customer innovation centre of excellence standup.
• Help clients focus on generating value through their customer initiatives, with a clear performance focus, and make sure initiatives are designed to drive real value rapidly.
• Co-ordinate the preparation of deliverables that span multiple workstreams.
• Contribute to thought leadership and knowledge management activities.
• Ensure that customer strategy and transformation projects or their work-streams within a large wider engagement are effectively scoped, managed and delivered on time, to budget and within agreed risk frameworks.
• Designing future front-office operating models.
• Play a key role in bidding, winning and delivering of customer transformation engagements of significant size and scope.
• Support the Customer Leadership together with Consulting Industry Leaders (or their delegates) to build and action Go-To-Market plans within their industry, focussed on target clients.
• Provide timely feedback and coaching to other team members.

Your experience: Essential

• Significant experience within consulting, transformation or product management background with proven track record in delivering multi-phased large scale client engagements, contributing to business development, developing new propositions and managing teams.
• Have experience of a variety customer centric Transformation or Strategic propositions. You will have been responsible for leading an end-to-end project and delivery team.
• Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders.
• Applied understanding of customer strategy and transformation in one or multiple segments across : retail and commercial banking, health insurance, general insurance, and life insurance.

Desirable

• Have a demonstrable knowledge of innovation methodologies including the use of design methods, including human centred design, and using modern design applications.
• Expertise in proposition design, customer or channel strategy development and delivery – from concept to launch.
• Has experience of weaving a solution based on AI and emerging technologies from ideation to delivery.

Expertise / Technical role requirements (one or multiple)

• Experience in digital transformation.
• Technical experience in customer experience and customer treatment design and delivery.
• Strong understanding of CRM and AI technologies and driving business change and adoption in the use of these in the front office.
• Strong understanding of the application of agile methodology in both product development and organisational structure redesign.
• Experience of leading and delivering ‘connected consulting’ programmes – overseeing teams outside of Customer and Digital to deliver a wider transformation programme.

Successful applicants will be contacted within 24-48 hours.