Lead Management Consultant - Customer Experience

Placements24; Sandton; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Performance bonuses

Health insurance

Generous annual leave

Professional development

Job summary

Placements24 is actively seeking a Lead Management Consultant specializing in Customer Experience (CX) to join a fully remote, high‑performing team. You will lead engagements focused on understanding journeys, identifying pain points, and developing CX solutions across touchpoints, driving satisfaction and loyalty.

This remote-first role offers significant autonomy and impact from Sandton, ZA. The ideal candidate has 8+ years in CX strategy or consulting, strong analytics, and proven leadership

Qualifications

• Master’s degree in Marketing, Business Administration, Psychology, or related field.
• Minimum of 8 years of experience in customer experience strategy, consulting, or related field.
• Proven track record leading CX transformation projects.
• Expertise in CX frameworks (NPS, CSAT, journey mapping, service design).
• Strong analytical and problem solving; translate insights into actions.
• Excellent communication and stakeholder management.
• Ability to lead and influence teams in a remote environment.

Responsibilities

• Lead the design and delivery of CX strategy projects for a diverse client base.
• Conduct in-depth customer journey mapping, voice of the customer analysis, and segmentation studies.
• Identify key drivers of customer satisfaction, loyalty, and advocacy, and recommend strategic interventions.
• Develop innovative solutions to improve customer onboarding, service interactions, and overall engagement.
• Collaborate with client stakeholders to implement CX initiatives and embed best practices.
• Utilize data analytics and customer insights to measure CX performance and ROI.
• Mentor and guide junior consultants, fostering expertise in customer experience best practices.
• Stay abreast of the latest trends and technologies in customer experience management.

Skills

CX strategy

Stakeholder management

Data analytics

Remote leadership

NPS/CSAT

Education

Master’s degree (Marketing / MBA / Psychology)

Tools

Customer data platforms

CRM tools

Job description

About the Role Our client, a renowned management consultancy, is actively recruiting a Lead Management Consultant specializing in Customer Experience (CX) to join their fully remote, high-performing team. This role is pivotal in helping clients design and implement strategies that enhance customer satisfaction, loyalty, and lifetime value. You will lead client engagements focused on understanding customer journeys, identifying pain points, and developing innovative CX solutions across all touchpoints. The ideal candidate possesses a deep understanding of CX principles, strong analytical and strategic skills, and a proven ability to drive change in complex organizations. This is an exceptional remote-first opportunity to shape customer strategies from Sandton, Gauteng, ZA, offering significant professional autonomy and impact.

Key Responsibilities

• Lead the design and delivery of customer experience strategy projects for a diverse client base.
• Conduct in-depth customer journey mapping, voice of the customer analysis, and segmentation studies.
• Identify key drivers of customer satisfaction, loyalty, and advocacy, and recommend strategic interventions.
• Develop innovative solutions to improve customer onboarding, service interactions, and overall engagement.
• Collaborate with client stakeholders to implement CX initiatives and embed best practices.
• Utilize data analytics and customer insights to measure CX performance and ROI.
• Mentor and guide junior consultants, fostering expertise in customer experience best practices.
• Stay abreast of the latest trends and technologies in customer experience management.

Requirements

• Master's degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 8 years of experience in customer experience strategy, consulting, or a related field.
• Demonstrated success in leading customer-focused transformation projects.
• In-depth knowledge of CX frameworks, methodologies, and best practices (e.g., NPS, CSAT, journey mapping, service design).
• Strong analytical and problem-solving skills, with the ability to translate insights into actionable strategies.
• Excellent communication, presentation, and stakeholder management skills.
• Proven ability to lead and influence teams in a remote work environment.
• Experience with customer data platforms and analytics tools is desirable.
• Passion for creating exceptional customer experiences.

Benefits

• Premium compensation package with performance-driven bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous annual leave and flexible remote work policies.
• Significant opportunities for professional development, including certifications and conferences.
• Chance to work with industry-leading clients and contribute to impactful CX transformations.
• A highly collaborative and supportive remote work culture.