Management Consultant - Customer Experience

Placements24; Windsor Park (TN); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Placements24 is seeking an experienced Management Consultant specializing in Customer Experience (CX) to join a fully remote team. You will analyze customer interactions, identify pain points, and design strategies to enhance satisfaction, loyalty, and brand perception across client journeys.

The role requires at least 5 years in CX or related fields, a bachelor's degree in a related discipline, and strong skills in journey mapping, service design, and CX metrics.

Qualifications

• Bachelor's degree in Marketing, Business, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience, marketing, consulting, or a related field.
• Proven experience in designing and implementing customer-centric strategies.
• Strong understanding of customer journey mapping, service design, and CX metrics.
• Excellent analytical, problem-solving, and communication skills.
• Proficiency in using customer feedback tools and data analysis techniques.
• Ability to work effectively in a fully remote team environment and manage multiple projects.
• Experience or familiarity with businesses in the Eastern Cape region is a plus.

Responsibilities

• Conduct comprehensive customer journey mapping and analysis.
• Identify key drivers of customer satisfaction and dissatisfaction across touchpoints.
• Develop strategies and recommendations to improve customer experience, service, and retention.
• Collaborate with cross-functional client teams (marketing, sales, product, service) to implement CX initiatives.
• Utilize customer feedback data, analytics, and research to inform strategic decisions.
• Design and facilitate workshops to align stakeholders on CX vision and priorities.
• Measure the impact of CX initiatives and report on KPIs.
• Stay current with CX trends, technologies, and best practices.
• Mentor junior consultants and contribute to the firm's CX knowledge base.

Skills

CX strategy

Customer journey mapping

Analytics

Remote collaboration

Education

Bachelor's degree in Marketing/Business/Psychology

Job description

About the Role

Our client, a forward-thinking management consultancy, is seeking a dynamic Management Consultant specializing in Customer Experience (CX) to join their team. This role is fully remote, enabling you to work from anywhere while shaping exceptional customer journeys for our clients. You will be instrumental in analyzing customer interactions, identifying pain points, and designing strategies to enhance satisfaction, loyalty, and brand perception. We foster a collaborative and inclusive remote work culture, providing the tools and support necessary for you to thrive. This is an excellent opportunity to influence business outcomes through a customer-centric lens.

Key Responsibilities

• Conduct comprehensive customer journey mapping and analysis.
• Identify key drivers of customer satisfaction and dissatisfaction across touchpoints.
• Develop strategies and recommendations to improve customer experience, service, and retention.
• Collaborate with cross-functional client teams (marketing, sales, product, service) to implement CX initiatives.
• Utilize customer feedback data, analytics, and research to inform strategic decisions.
• Design and facilitate workshops to align stakeholders on CX vision and priorities.
• Measure the impact of CX initiatives and report on key performance indicators (KPIs).
• Stay current with CX trends, technologies, and best practices.
• Mentor junior consultants and contribute to the firm's CX knowledge base.

Requirements

• Bachelor's degree in Marketing, Business, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience, marketing, consulting, or a related field.
• Proven experience in designing and implementing customer-centric strategies.
• Strong understanding of customer journey mapping, service design, and CX metrics.
• Excellent analytical, problem-solving, and communication skills.
• Proficiency in using customer feedback tools and data analysis techniques.
• Ability to work effectively in a fully remote team environment and manage multiple projects.
• Experience or familiarity with businesses in the Eastern Cape region is a plus.

Benefits

This fully remote position offers a competitive salary and a comprehensive benefits package. You will have the autonomy to manage your work schedule and environment while contributing to impactful client projects. Our client is committed to your professional development, providing opportunities for training and skill enhancement in the rapidly evolving field of customer experience. Join us and help businesses build stronger relationships with their customers.