Customer & Employee Experience Consultant

Bond Brand Loyalty; Jersey City (NJ); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading brand loyalty consultancy is seeking a Customer & Employee Experience Consultant to transform dealership cultures and elevate customer experience standards. This multi-month contract role involves coaching and training automotive retailers across the U.S. Ideal candidates will have over 10 years of experience in customer experience and consulting. Opportunity to make a lasting impact while building relationships with key contacts.

Benefits

Flexibility to manage schedule

Opportunity for travel

Meaningful impact on customer experience

Qualifications

• 10+ years’ experience in leadership, coaching, consulting, and training.
• Success in leading cultural transformation and customer satisfaction initiatives.
• Consultative approach that builds consensus and inspires change.

Responsibilities

• Travel to dealer locations nationwide for coaching and training.
• Deliver full-day coaching sessions focused on customer experience.
• Build relationships with automotive retail leadership and staff.

Skills

Leadership

Customer experience

Coaching

Consulting

Facilitation skills

Problem-solving

Data presentation

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Zoom

Salesforce

Job description

At Bond , we build deeper brand loyalty and drive sustainable growth through innovative customer experience solutions. We're a dynamic, forward‑thinking team—and we’re looking for seasoned professionals who can help shape the future of loyalty.

We’re expanding our national network of Customer & Employee Experience Consultants to support exciting upcoming projects. This is your opportunity to play a key role in transforming dealership cultures and elevating customer experience standards across the country.

About the Role

As a Customer & Employee Experience Consultant, you’ll partner with automotive retailers nationwide to consult, coach, and facilitate sessions that drive measurable, people‑first change. You’ll use your expertise to empower leaders and frontline teams with tools, insights, and behaviors that elevate the customer journey.

This is a multi‑month contract role, ideal for independent consultants who thrive in fast‑moving environments, love to travel, and want to make an immediate and lasting impact while building solid relationships with key store contacts.

What You’ll Do

• Travel to assigned dealership locations across the U.S. (up to 90 in‑store days between January and November 2026 – not including travel).
• Deliver impactful full‑day coaching and training – both in‑person and virtually – focused on improving customer experience and driving in‑store culture change via employee experience.
• Build trusted relationships with automotive retail store leadership and frontline staff to inspire engagement and action.
• Execute a structured program methodology with the skills, agility and prowess to ensure content is relevant and tailored to client needs, while ensuring client KPIs are achieved.
• Deliver consulting that translates data and insights into practical (SMART) action plans and performance improvements. Co‑build accountability plans with store leadership and staff to support their ongoing efforts, using a prescribed system to track and manage.
• Track and manage detailed visit information for store observations, feedback, and recommendations for store visits and all communications with stores, into the CRM platform.
• Attend, lead, and/or support onboarding, virtual team sessions, and client meetings as required.

Your Skill Strengths & Qualifications

• 10+ years’ experience in leadership, customer experience, employee experience, coaching, consulting, and/or training.
• Demonstrated success leading cultural transformation and/or customer satisfaction initiatives.
• Experience managing complex human‑centric transformations involving people, processes, and technology.
• A consultative and coach‑like approach that builds credibility quickly, builds consensus, and inspires transformation.
• Strong facilitation skills and comfort speaking to various audiences – from executive teams to deskless workers.
• Proven ability to manage your own schedule, prioritize responsibilities, and meet deadlines with minimal supervision.
• Savvy with Microsoft Word, Excel, PowerPoint, and digital tools (Zoom, Salesforce).
• Comfortable with data – able to present it in a meaningful way to drive action.
• Valid U.S. driver’s license and vehicle / business liability insurance (or willingness to obtain).
• Advanced proficiency in skills such as autonomy + collaboration, discernment, critical thinking, agility + improvisation, relationship building, concise detailed + influential communication, participant engagement, problem‑solving, active listening, giving feedback, fostering emotional intelligence.

Preferred Experience

• Automotive, retail, and/or hospitality industry experience.
• Coaching or training certifications (e.g., ICF, CTDP, EQA).
• Prior experience as an independent consultant.

You are right for the role if

• You’re approachable, adaptable, and can lead with influence rather than authority.
• You inspire teams and leadership to embrace change and take ownership of both customer and employee experiences.
• You thrive in a high‑travel, project‑based environment and bring your best to each engagement.
• You’re savvy with technology, systems, and keeping organized to drive efficient and optimal performance.
• You know how to read a room, diffuse resistance, and energize a team toward a shared goal.
• You can figure things out on your own and aren’t afraid to ask for help.
• You enjoy the balance of working independently and as a team player.
• You’re comfortable standing in front of the room, at the boardroom table, and grabbing a seat with team members in the lunchroom.

Why join the Bond CX / EX Consulting Team?

• Be part of a high‑impact, high‑integrity organization driving transformation across major industries.
• Work on nationally recognized programs for major brands.
• Join a collaborative, future‑forward team that values innovation and relationships.
• Flexibility to manage your schedule and preserve work/life integration while traveling.
• Make a meaningful difference—one store, one team, one customer at a time.

Let’s Create Bonds That Drive Loyalty. If you’re ready to use your experience to make a difference and help businesses level up their customer experience, we’d love to connect.