Management Consultant - Customer Experience Enhancement

Placements24; Paarl; On-site; ZAR 600,000 - 1,000,000; Full time

Benefits offered by this job

Medical aid

Retirement planning

Training & development

Career advancement

Job summary

Placements24 in Paarl, Western Cape, seeks a dedicated Management Consultant to elevate customer experience initiatives for diverse clients. You will analyze journeys, identify pain points, and design strategies to boost satisfaction, loyalty, and retention using data analytics and user research.

The ideal candidate has a Bachelor's in Marketing, Business Admin, or Psychology (Master's a plus) with 4–6 years in CX, marketing, or management consulting.

Qualifications

• Bachelor's degree in Marketing, Business Admin, Psychology or related field.
• 4–6 years in CX, marketing, service design, or management consulting.
• Experience analyzing customer data and developing customer-centric strategies.
• Knowledge of journey mapping, user research, and CX metrics (NPS/CSAT).

Responsibilities

• Assess current customer experiences across touchpoints.
• Map journeys and identify moments of truth for improvement.
• Develop data-driven insights on customer behavior, needs, and preferences.
• Design CX strategies to improve service, engagement, and loyalty.
• Collaborate with client teams to implement CX improvements and adoption.
• Measure impact on key business metrics using CX metrics.
• Stay updated on CX trends, digital marketing, and service design.

Skills

Customer journey mapping

Data analysis

CX strategy

User research

Communication

Presentation

Education

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

Master's degree (plus)

Job description

About the Role

Our client, a leading management consultancy firm, is seeking a dedicated Management Consultant to focus on customer experience (CX) enhancement initiatives. The role is based in Paarl, Western Cape, and involves working with clients to analyze their customer journeys, identify pain points, and design strategies to improve customer satisfaction, loyalty, and retention. You will leverage data analytics, user research, and industry best practices to deliver transformative CX solutions. The ideal candidate will possess a strong understanding of customer psychology, service design, and digital engagement strategies. This is an exciting opportunity to drive meaningful improvements in client-customer relationships and build a reputation as a CX expert.

Key Responsibilities

Conduct comprehensive assessments of current customer experiences across all touchpoints. Map customer journeys, identify key moments of truth, and pinpoint areas for improvement. Develop data-driven insights into customer behavior, needs, and preferences. Design and recommend strategies for enhancing customer service, engagement, and loyalty programs. Collaborate with client teams to implement CX improvements and ensure successful adoption. Utilize user-centered design principles and methodologies. Measure and report on the impact of CX initiatives on key business metrics. Stay abreast of the latest trends in customer experience management, digital marketing, and service design.

Requirements

A Bachelor's degree in Marketing, Business Administration, Psychology, or a related field. A Master's degree is a plus. A minimum of 4-6 years of experience in customer experience management, marketing, service design, or management consulting. Proven experience in analyzing customer data and developing customer-centric strategies. Strong understanding of customer journey mapping, user research, and CX metrics (e.g., NPS, CSAT). Excellent analytical, problem-solving, and creative thinking skills. Superb communication, presentation, and interpersonal skills. Ability to work effectively with diverse client teams and stakeholders. Familiarity with the business environment in Paarl, Western Cape, and its specific customer demographics is beneficial. Willingness to travel to client locations as needed.

Benefits

Our client offers a competitive salary and benefits package, including medical aid and retirement planning. We are committed to the professional development of our employees, providing access to cutting-edge training, workshops, and conferences. You will work in a collaborative and dynamic environment with opportunities for career advancement and exposure to diverse client challenges. Enjoy a culture that values innovation, customer focus, and individual contribution.