Business Transformation Consultant - Customer & Commerce Center of Competence (CoC)

IBM; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global consulting firm in the UK is seeking an experienced Customer & Commerce Business Transformation Consultant to drive transformative strategies and engage stakeholders effectively. You will need over 5 years of transformation consulting experience and a deep understanding of front-office digital engagements including CRM and AI technologies. Join us in redefining how industries enhance their customer experience and commerce strategies.

Qualifications

• 5+ years of experience in customer, commerce, or process transformation consulting.
• Participation in at least two customer transformation programs.
• Strong understanding of front-office digital transformation.

Responsibilities

• Drive front-office transformation strategies aligned to business outcomes.
• Develop strategies and design blueprints for AI-led transformations.
• Facilitate workshops and stakeholder engagement sessions.

Skills

Stakeholder engagement

Communication

Presentation skills

AI technologies

CRM systems

Job description

IBM Consulting is seeking a Customer & Commerce Business Transformation Consultant to join the Customer & Commerce Transformation Center of Competence (CoC). Building on IBM's own AI-led Customer Transformation, where, as Client Zero, IBM transformed its Sales, Marketing, Commerce & Service functions -- the CoC helps clients reimagine their front office by:

Transformation Scope

• Inspiring clients with IBM's own transformation story, outcomes, and lessons learned.
• Discovering and shaping opportunities using Client Zero insights, IBM Consulting frameworks, and data-driven, experience-led approaches.
• Co-creating solutions through domain-led garages to identify priority use cases and define transformation blueprints and roadmaps.
• Partnering with local teams to deliver scalable transformations using proven methods, accelerators, and delivery capabilities.

Responsibilities

• Drive front-office transformation strategies aligned to business outcomes, industry trends, and measurable results.
• Develop strategies, design blueprints, roadmaps, and process reinvention recommendations to enable AI-led customer and commerce transformations.
• Facilitate workshops, stakeholder engagement sessions, and change adoption activities.
• Collaborate with global and cross-functional teams to ensure effective execution, capability building, and sustainable change.

Qualifications

• 5+ years of experience in customer, commerce, or process transformation consulting.
• Participation in at least two customer transformation programs.
• Strong understanding of front-office digital transformation, including CRM, Sales, Service, Marketing, and Commerce.
• Excellent stakeholder engagement, communication, and presentation skills.
• Experience working in global, multi-disciplinary environments.

Preferred technical and professional experience

• Familiarity with AI, automation, and emerging CRM, Martech, and Commerce technologies.
• Understanding of process redesign, optimization, and reinvention methodologies.
• Experience leveraging design thinking or agile transformation frameworks.
• Industry experience in retail, CPG, manufacturing, Industrial products financial services, communications, or healthcare, life sciences

IBM is committed to creating a diverse environment and is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.