Lead Customer Experience Consultant

Placements24; Polokwane; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary & incentives

Hybrid work

Professional development & CX training

Culture of collaboration

High-impact projects

Career growth

Job summary

Placements24 in Polokwane, Limpopo is seeking a Lead Customer Experience (CX) Consultant to design and optimize customer journeys, driving engagement and growth. You will lead CX strategies, mapping, and data-driven insights across industries in a hybrid role.

You will mentor junior consultants, collaborate with cross-functional teams, and present findings to senior leadership while shaping customer-centric programs and practices within the firm.

Qualifications

• 6+ years in CX strategy, design, or consulting.
• Proven ability to lead complex CX projects.
• Deep understanding of CX principles, methodologies, and best practices.
• Strong analytical skills with data-driven insights.
• Excellent communication, facilitation, and presentation skills.
• Experience with CRM systems and customer feedback platforms is beneficial.
• Bachelor's degree in Marketing, Business, Psychology, or a related field.

Responsibilities

• Lead design and implementation of comprehensive CX strategies.
• Conduct customer research, journey mapping, and persona development.
• Analyze feedback and data to identify improvement areas.
• Develop recommendations to optimize touchpoints and service delivery.
• Manage client engagements, leading project teams for successful outcomes.
• Collaborate with cross-functional teams to integrate CX initiatives.
• Present CX strategies and findings to senior client leadership.
• Mentor junior consultants and contribute to CX practice development.

Skills

CX strategy

Project leadership

CRM systems

Data analytics

Stakeholder management

Education

Bachelor's degree (Marketing/Business/Psychology)

Tools

CRM software

Feedback platforms

Job description

About the Role

Our client, a leading management consultancy, is seeking an experienced Lead Customer Experience (CX) Consultant to join their team in Polokwane, Limpopo . This role is central to helping our clients design, implement, and optimize customer journeys to drive engagement, loyalty, and business growth. You will lead projects focused on understanding customer needs, mapping customer journeys, identifying pain points, and developing innovative CX strategies. The role involves working across various industries, leveraging data analytics and customer insights to create seamless and positive customer interactions. This hybrid role offers a dynamic work environment where you can blend strategic thinking with hands‑on execution. You will be instrumental in shaping how our clients connect with and serve their customers in an increasingly competitive market. Your leadership will guide clients towards building truly customer‑centric organizations.

Key Responsibilities

• Lead the design and implementation of comprehensive customer experience strategies.


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


• Analyze customer feedback and behavioral data to identify areas for improvement.


• Develop recommendations for optimizing customer touchpoints and service delivery.


• Manage client engagements, leading project teams and ensuring successful outcomes.


• Collaborate with cross-functional teams to integrate CX initiatives across the organization.


• Present CX strategies and findings to senior client leadership.


• Mentor junior consultants and contribute to the firm's CX practice development.

Requirements

• A minimum of 6 years of experience in customer experience strategy, design, or consulting.


• Proven ability to lead complex CX projects and deliver measurable results.


• Deep understanding of CX principles, methodologies, and best practices.


• Strong analytical skills with experience in customer data analysis and insights generation.


• Excellent communication, facilitation, and presentation skills.


• Experience with customer relationship management (CRM) systems and customer feedback platforms is beneficial.


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


• Ability to manage multiple projects and stakeholders effectively.

Benefits

• Our client offers a competitive salary, performance incentives, and a comprehensive benefits package.


• This hybrid position provides flexibility while maintaining strong team collaboration.


• You will have access to continuous professional development opportunities, including specialized CX training and certifications.


• The firm fosters a culture of innovation, collaboration, and employee growth.


• This is an opportunity to work on high-impact projects that directly influence client success and market positioning.


• Join a team of dedicated professionals committed to delivering exceptional customer experiences and advancing their careers within a leading consultancy.


• Make a difference by helping businesses build lasting relationships with their customers.