Consultant - Customer Experience Strategy

Placements24; Gqeberha; Hybrid; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Fully remote + flexible hours

Health and wellness benefits

Professional development budget

Diverse client portfolio

Collaborative culture

Home office setup allowance

Paid time off and holidays

Retirement savings plan

Employee recognition programs

Job summary

Placements24 is seeking a creative and customer-centric Consultant to lead Customer Experience Strategy initiatives for a forward-thinking management consultancy. This fully remote role enables you to work from anywhere within Port Elizabeth, Eastern Cape, ZA, or beyond, collaborating with client teams to design and implement exceptional customer journeys.

You will map journeys, conduct user research, analyze feedback, and advise on digital engagement to boost loyalty and growth, while

Qualifications

• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.
• 2-4 years of experience in customer experience management, marketing strategy, or related consulting roles.
• Proven ability to design and implement successful customer experience initiatives.
• Strong understanding of customer journey mapping, user research methodologies, and data analysis.
• Excellent written and verbal communication skills, with strong presentation abilities.
• Proficiency in customer feedback tools and CRM systems.
• Experience working in a remote or virtual team environment.
• Creative thinking and a passion for delivering outstanding customer outcomes.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Fluency in English.

Responsibilities

• Develop and execute customer experience strategies for clients across various industries.
• Conduct customer journey mapping, user research, and persona development.
• Analyze customer feedback and data to identify pain points and opportunities for improvement.
• Design innovative solutions for enhancing customer engagement and satisfaction.
• Advise clients on leveraging digital technologies to personalize customer interactions.
• Collaborate with marketing, sales, and service teams to align CX initiatives.
• Develop key performance indicators (KPIs) to measure the effectiveness of CX strategies.
• Facilitate workshops and training sessions on customer experience best practices.
• Stay updated on the latest trends in CX, digital marketing, and behavioral economics.
• Prepare and present compelling recommendations and implementation roadmaps to clients.

Skills

Customer experience management

Marketing strategy

Data analysis

Remote team work

Communication

Education

Bachelor's degree in Marketing, Business Administration, Psychology, or a related field

Tools

CRM systems

Customer feedback tools

Job description

About the Role

Our client, a forward-thinking management consultancy, is actively seeking a creative and customer-centric Consultant to lead their Customer Experience Strategy initiatives. This is a fully remote position, enabling you to work from anywhere within **Port Elizabeth, Eastern Cape, ZA**, or beyond, fostering a truly flexible work environment. You will be responsible for helping clients design and implement exceptional customer journeys, leveraging technology and data to drive loyalty and growth. This role demands a deep understanding of customer behavior, market trends, and digital engagement strategies. You will collaborate with diverse client teams to transform their customer interactions, ensuring a seamless and positive experience across all touchpoints. The ideal candidate is passionate about understanding and improving the customer perspective.

Key Responsibilities

• Develop and execute customer experience strategies for clients across various industries.


• Conduct customer journey mapping, user research, and persona development.


• Analyze customer feedback and data to identify pain points and opportunities for improvement.


• Design innovative solutions for enhancing customer engagement and satisfaction.


• Advise clients on leveraging digital technologies to personalize customer interactions.


• Collaborate with marketing, sales, and service teams to align CX initiatives.


• Develop key performance indicators (KPIs) to measure the effectiveness of CX strategies.


• Facilitate workshops and training sessions on customer experience best practices.


• Stay updated on the latest trends in CX, digital marketing, and behavioral economics.


• Prepare and present compelling recommendations and implementation roadmaps to clients.

Requirements

• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.


• 2-4 years of experience in customer experience management, marketing strategy, or related consulting roles.


• Proven ability to design and implement successful customer experience initiatives.


• Strong understanding of customer journey mapping, user research methodologies, and data analysis.


• Excellent written and verbal communication skills, with strong presentation abilities.


• Proficiency in customer feedback tools and CRM systems.


• Experience working in a remote or virtual team environment.


• Creative thinking and a passion for delivering outstanding customer outcomes.


• Ability to manage multiple projects simultaneously and meet deadlines.


• Fluency in English.

Benefits

• Competitive salary and performance bonuses.


• Fully remote work arrangement with flexible hours.


• Comprehensive health and wellness benefits.


• Generous professional development budget for courses and conferences.


• Opportunity to work with a diverse portfolio of clients.


• Collaborative and innovative company culture.


• Allowance for home office setup.


• Paid time off and holiday leave.


• Retirement savings plan.


• Employee recognition programs.