CX Transformation Consultant - Hybrid Role to Elevate CX

Placements24; Soweto; Hybride; ZAR 900 000 - 1 600 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Performance-based incentives

Medical aid and retirement fund

Hybrid work model

Professional development and CX培训

Industry forums attendance

Résumé du poste

Placements24 is seeking an experienced Management Consultant to lead Customer Experience (CX) Transformation initiatives in Soweto, Gauteng. You will advise clients on redesigning journeys, improving service delivery, and leveraging technology for seamless experiences, blending client-facing work with hybrid flexibility.

You will use journey mapping, service design, data analytics, and user research to drive improvements in CX strategy and operational excellence across engagements.

Qualifications

• Bachelor’s degree in business, marketing, psychology, or related field.
• 5+ years in CX management, service design, or CX consulting.
• Proven ability to design and implement customer journey improvements.
• Strong understanding of customer-centric principles and UX/UI concepts.
• Excellent analytical, problem-solving, and storytelling skills.
• Strong communication, presentation, and interpersonal abilities.
• Experience in hybrid, remote and on-site collaboration.
• Based in or willing to commute to Soweto, Gauteng.

Responsabilités

• Lead diagnostics of current CX and identify pain points.
• Design and map optimal customer journeys across touchpoints.
• Develop strategies for service innovation and engagement.
• Advise on CX technologies (CRM, omnichannel, AI chatbots).
• Collaborate with cross-functional teams to deliver customer-centric solutions.
• Use data analytics and feedback to measure CX performance.
• Facilitate workshops to embed a CX culture.
• Develop business cases and ROI analyses for CX initiatives.
• Ensure consistency and quality of CX across interactions.
• Stay updated on CX trends and best practices.

Connaissances

CX research methods

Journey design

Data analytics

Storytelling

Communication

Problem solving

UX UI concepts

Stakeholder management

Hybrid work experience

Based in Soweto

Formation

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

Outils

CRM

Omnichannel platforms

AI chatbots

Analytics tools

Description du poste

Placements24 is seeking an experienced Management Consultant to lead Customer Experience (CX) Transformation initiatives in Soweto, Gauteng. You will advise clients on redesigning journeys, improving service delivery, and leveraging technology for seamless experiences, blending client-facing work with hybrid flexibility.

You will use journey mapping, service design, data analytics, and user research to drive improvements in CX strategy and operational excellence across engagements.