Customer Experience (CX) Consultant

Placements24; Sandton; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Competitive salary with incentives

Health, dental, and vision insurance

Professional development opportunities

Hybrid working model

Retirement savings plan

Job summary

Placements24 in Sandton, Gauteng is seeking a Customer Experience (CX) Consultant to help clients design and implement exceptional journeys that drive loyalty and growth. You will map customer touchpoints, identify pain points, and craft service blueprints, guiding CX initiatives and digital solutions in a hybrid work model with regular collaboration at the Sandton office.

Ideal candidates bring 5+ years in CX, service design or related consulting, plus strong communication, analytical skills,

Qualifications

• Bachelor's degree in Marketing, Business, Psychology, Design, or related field.
• Minimum of 5 years of experience in customer experience, service design, marketing, or related consulting role.
• Proven experience in designing and implementing successful customer experience strategies.
• Strong understanding of customer journey mapping, service design, UX, and digital engagement.
• Excellent analytical, research, and problem-solving skills.
• Exceptional communication, storytelling, and presentation skills.

Responsibilities

• Map and analyze customer journeys across all touchpoints.
• Identify key pain points and opportunities for improvement in the customer experience.
• Design and develop customer-centric strategies and service blueprints.
• Recommend and oversee the implementation of CX initiatives, including digital solutions.
• Conduct customer research and gather insights to inform CX strategies.
• Collaborate with cross-functional teams to ensure seamless CX delivery.
• Measure and report on key CX metrics (NPS, CSAT, CES).
• Stay abreast of best practices and emerging trends in CX management.

Skills

CX principles

Customer journey mapping

Service design

Digital engagement

Education

Bachelor's degree in Marketing/Business/Psychology/Design

Tools

CX Tools

Job description

About the Role

Our client, a premier Management Consultancy, is actively seeking a Customer Experience (CX) Consultant to join their dynamic team in Sandton, Gauteng. This role is focused on helping businesses design and implement exceptional customer experiences that drive loyalty, satisfaction, and growth. You will work closely with clients to understand their customer journeys, identify pain points, and develop innovative strategies and solutions to enhance every touchpoint. The ideal candidate will have a deep understanding of CX principles, customer journey mapping, service design, and digital engagement strategies. This position offers a Hybrid work model, allowing for a balance of in-office collaboration at our Sandton, Gauteng office and remote work flexibility. Join a leading firm and make a significant impact by transforming how businesses interact with and serve their customers.

Key Responsibilities

• Map and analyze customer journeys across all touchpoints.
• Identify key pain points and opportunities for improvement in the customer experience.
• Design and develop customer-centric strategies and service blueprints.
• Recommend and oversee the implementation of CX initiatives, including digital solutions.
• Conduct customer research and gather insights to inform CX strategies.
• Collaborate with cross-functional teams (marketing, sales, service, product) to ensure seamless CX delivery.
• Measure and report on key CX metrics (e.g., NPS, CSAT, CES).
• Stay abreast of best practices and emerging trends in customer experience management.

Requirements

• Bachelor's degree in Marketing, Business, Psychology, Design, or a related field.
• Minimum of 5 years of experience in customer experience, service design, marketing, or a related consulting role.
• Proven experience in designing and implementing successful customer experience strategies.
• Strong understanding of customer journey mapping, service design, user experience (UX), and digital engagement.
• Excellent analytical, research, and problem-solving skills.
• Exceptional communication, storytelling, and presentation skills.
• Experience in managing projects and collaborating with diverse teams.
• Familiarity with CX tools and methodologies is advantageous.
• Willingness to work in a Hybrid capacity, with regular collaboration at our Sandton, Gauteng office.

Benefits

• Competitive salary with performance incentives.
• Comprehensive health, dental, and vision insurance.
• Abundant opportunities for professional development and learning.
• Flexible hybrid working model.
• Chance to work on exciting CX projects for high-profile clients.
• Retirement savings plan with employer matching.
• Generous annual leave allowance.
• Supportive and team-oriented work environment.