Lead Consultant - Customer Experience Strategy (Remote First)

Placements24; Sandton; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Remote work

Bonus potential

Development budget

Career growth

Global network

Job summary

Placements24 is seeking an experienced Lead Consultant to drive Customer Experience (CX) Strategy in a remote-first role across South Africa, with Sandton as a regional hub. You will guide executive stakeholders, map journeys, and implement CX initiatives to boost loyalty, satisfaction, and growth.

You will lead cross-functional teams across marketing, sales, product, and service, leveraging data to personalize interactions and stay ahead of CX trends.

Qualifications

• 8+ years in customer experience strategy or related fields.
• Proven track record delivering CX strategies with measurable results.
• Deep knowledge of journey mapping and persona development.

Responsibilities

• Develop and lead comprehensive CX strategies for clients.
• Map customer journeys and conduct user research and analytics.
• Improve touchpoints across digital and physical channels.
• Design initiatives to boost satisfaction, loyalty, and retention.
• Advise on using technology and data to personalize interactions.
• Lead workshops and stakeholder engagements for CX culture.
• Manage project teams to deliver high-quality CX solutions on time and budget.
• Collaborate with marketing, sales, product, and service teams for a unified CX approach.
• Stay updated on CX trends and digital engagement best practices.
• Support business development by identifying CX opportunities and proposals.

Skills

CX strategy

Journey mapping

Stakeholder engagement

Leadership

Digital engagement

Education

Bachelor's degree in Marketing/Business/Psychology

Master's degree preferred

Tools

CRM systems

CX analytics tools

Job description

About the Role

Our client, a globally recognized management consultancy, is seeking an experienced Lead Consultant to spearhead Customer Experience (CX) Strategy initiatives. This is a remote-first position, open to exceptional talent across South Africa, with Sandton, Gauteng serving as a key regional hub. You will play a pivotal role in helping clients transform their customer journeys, enhance customer loyalty, and drive business growth through exceptional CX. The ideal candidate possesses a deep understanding of customer behavior, digital engagement, and strategies for creating seamless, personalized customer experiences. You will work directly with senior executives, providing strategic guidance and leading cross-functional teams to implement impactful CX solutions. This is a significant opportunity to shape customer-centric strategies for leading organizations from anywhere, contributing to meaningful business outcomes within a fully remote-first environment.

Key Responsibilities

• Develop and lead the execution of comprehensive customer experience strategies for clients.
• Conduct in-depth customer journey mapping, user research, and journey analytics.
• Identify opportunities to improve customer touchpoints across all channels (digital and physical).
• Design and implement customer-centric initiatives to enhance satisfaction, loyalty, and retention.
• Advise clients on leveraging technology and data to personalize customer interactions.
• Lead workshops and stakeholder engagements to foster a customer‑centric culture.
• Manage project teams, ensuring the delivery of high-quality CX solutions on time and within budget.
• Collaborate with marketing, sales, product, and service teams to ensure a unified CX approach.
• Stay abreast of the latest trends and best practices in customer experience management and digital engagement.
• Contribute to business development by identifying new CX opportunities and supporting proposals.

Requirements

• A minimum of 8 years of experience in customer experience strategy, digital marketing, service design, or a related field.
• Proven track record of developing and implementing successful customer experience strategies that drive measurable business results.
• Deep understanding of customer journey mapping, persona development, and user‑centered design principles.
• Expertise in digital channels, CRM systems, and CX measurement tools.
• Excellent client‑facing skills, with the ability to build rapport and influence senior leaders.
• Strong leadership, project management, and team facilitation capabilities.
• Exceptional communication, presentation, and storytelling skills.
• A Bachelor's degree in Marketing, Business, Psychology, or a related field; a Master's degree is a plus.
• Experience working effectively in a remote‑first or distributed team environment is essential.
• Willingness to travel occasionally for key client meetings or team gatherings.

Benefits

• Highly competitive salary, performance‑based bonus, and potential for profit sharing.
• Comprehensive benefits package tailored for remote work.
• Generous professional development budget and support for certifications.
• Significant opportunities for career advancement and leadership within a global consultancy.
• Unparalleled flexibility to work from your preferred location within South Africa.
• Engagement in high‑impact CX transformation projects with industry‑leading clients.
• Access to a global network of CX experts and cutting‑edge research.