Management Consultant - Customer Experience Strategy

Placements24; Benoni; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Development opportunities

Collaborative environment

Impactful client work

Job summary

Placements24 is seeking a Management Consultant focused on Customer Experience (CX) Strategy in Gauteng. You will design, implement, and optimize customer journeys across touchpoints to drive loyalty and growth, analyzing data and delivering strategic recommendations.

Ideal candidates have 4–6 years in CX, marketing, or service design, with strong analytical and communication skills and familiarity with digital channels. Gauteng-based clients await your expertise.

Qualifications

• Minimum 4–6 years in customer experience strategy, marketing, service design, or management consulting with CX focus.
• Strong understanding of customer behavior, market research methods, and digital channels.
• Excellent analytical and communication skills with ability to translate insights into actions.
• Experience working with clients in Gauteng is advantageous.

Responsibilities

• Analyze current customer journeys to identify pain points and opportunities across touchpoints.
• Develop comprehensive CX strategies aligned with client objectives.
• Map future-state journeys incorporating digital and physical channels.
• Conduct surveys, interviews, and focus groups to gather insights.
• Advise on CX best practices: service design, personalization, omni-channel strategies.
• Collaborate with marketing, sales, service and product teams for integrated CX delivery.
• Develop KPIs to measure CX initiative impact.
• Present recommendations and implementation plans to client leadership.

Skills

CX strategy

Customer research

Service design

Data analysis

Stakeholder management

Education

Bachelor's degree in Marketing

MBA or CX certification

Job description

About the Role

Our client, a leading management consultancy, is seeking a dynamic and customer-centric Management Consultant to focus on Customer Experience (CX) Strategy within their Benoni, Gauteng practice. In today's competitive landscape, delivering exceptional customer experiences is paramount to business success. This role will involve helping clients design, implement, and optimize customer journeys across all touchpoints, ensuring seamless and engaging interactions that drive loyalty and growth. You will analyze customer data, identify key insights, and develop strategic recommendations to enhance customer satisfaction, retention, and advocacy. The ideal candidate possesses a strong understanding of customer behavior, digital channels, and service design principles, coupled with excellent analytical and communication skills. This is an exciting opportunity to shape customer strategies for businesses in Gauteng and contribute to their market leadership.

Key Responsibilities

• Analyze current customer journeys, identifying pain points and opportunities for improvement across all touchpoints.


• Develop comprehensive customer experience strategies aligned with client business objectives.


• Design and map future-state customer journeys incorporating digital and physical channels.


• Conduct customer research, including surveys, interviews, and focus groups, to gather insights.


• Advise clients on implementing CX best practices, including service design, personalization, and omni-channel strategies.


• Collaborate with clients' marketing, sales, service, and product teams to ensure integrated CX delivery.


• Develop key performance indicators (KPIs) to measure the impact of CX initiatives.


• Present strategic recommendations and implementation plans to client leadership.


• Stay abreast of emerging trends in customer experience management and digital technologies.

Requirements

• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field; an MBA or specialized CX certification is a plus.


• A minimum of 4-6 years of experience in customer experience strategy, marketing, service design, or management consulting with a CX focus.


• Proven experience in developing and implementing customer-centric strategies and improving customer journeys.


• Strong understanding of customer behavior, market research methodologies, and digital marketing/service channels.


• Excellent analytical and problem-solving skills, with the ability to translate customer insights into actionable strategies.


• Exceptional communication, presentation, and stakeholder management skills.


• Experience working with clients in the Gauteng region is beneficial.

Benefits

• A competitive salary and benefits package, commensurate with your experience in CX consulting.


• Performance-based bonuses and incentives.


• Opportunities for professional development, including specialized training in CX best practices and tools.


• A dynamic and collaborative work environment that values innovation and customer focus.


• The opportunity to significantly impact customer relationships and business outcomes for clients in Benoni and beyond.