ServiceNow CX Excellence Lead — Build & Scale Practice

Plat4mation; Utrecht; Hybrid; EUR 75,000 - 90,000; Full time

Benefits offered by this job

Bonus based on company performance

Flex budget or lease budget

25 days of holiday allowance

Laptop

Transportation and phone allowance

Job summary

A global ServiceNow partner is seeking a Customer Service Excellence Lead to establish and grow a new practice in Utrecht. The successful candidate will drive transformation projects, lead a team of experts, and develop industry-specific solutions. With at least 5 years of consulting experience and a proven track record in customer service and service transformation, this role emphasizes both leadership and hands-on delivery. Fluency in English is essential, and knowledge of Dutch is a plus.

Qualifications

• 5+ years’ experience advising and implementing customer experience solutions.
• Proven ability to start and build a practice from scratch.
• Experience hosting workshops like design thinking and service design.

Responsibilities

• Lead the Customer Service Excellence practice and build a team.
• Develop industry-specific propositions and roadmaps.
• Engage in pre-sales and project delivery as a Subject Matter Expert.

Skills

Customer experience consulting

ServiceNow CSM

Service transformation

Pre-sales skills

Team leadership

Presentation skills

Fluency in English

Tools

PowerPoint

Job description

A global ServiceNow partner is seeking a Customer Service Excellence Lead to establish and grow a new practice in Utrecht. The successful candidate will drive transformation projects, lead a team of experts, and develop industry-specific solutions. With at least 5 years of consulting experience and a proven track record in customer service and service transformation, this role emphasizes both leadership and hands-on delivery. Fluency in English is essential, and knowledge of Dutch is a plus.