Management Consultant - Customer Experience Strategy

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

Benefits offered by this job

Competitive salary

Projects with diverse clients

Learning and development support

Collaborative work environment

Tangible client impact

Job summary

Placements24 is seeking a Management Consultant to lead Customer Experience initiatives from our East London office. You will analyze customer journeys, identify pain points, and design innovative CX strategies to boost loyalty and profitability.

The role requires a Bachelor’s degree and at least four years of relevant experience in CX, marketing strategy, or consulting. You will collaborate with marketing, sales, and service teams to deliver measurable impact.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Psychology, or related field.
• Minimum 4 years of experience in customer experience management, marketing strategy, or related consulting.
• Strong understanding of customer journey mapping, service design, and CRM principles.
• Excellent analytical and problem-solving skills, with the ability to translate insights into actionable strategies.
• Effective communication and presentation skills, with experience engaging cross-functional teams.

Responsibilities

• Assess current customer experience strategies and map customer journeys across all touchpoints.
• Identify key areas for improvement and develop data-driven strategies to enhance customer satisfaction and loyalty.
• Design and implement innovative customer experience initiatives, including digital tools and service enhancements.
• Collaborate with marketing, sales, and service teams to ensure a cohesive customer experience.
• Measure and report on the impact of customer experience strategies on business outcomes.

Skills

Customer journey mapping

Service design

CRM principles

Analytical skills

Communication

Presentation skills

Education

Bachelor's degree

Job description

About the Role

Our client, a forward-thinking Management Consultancy , is seeking a dedicated Management Consultant to lead initiatives in Customer Experience Strategy from their East London office. This role involves helping organizations design and implement customer-centric strategies to enhance loyalty, satisfaction, and profitability. You will analyze customer journeys, identify pain points, and develop innovative solutions leveraging digital tools and service design principles. This is an exciting opportunity for a consultant passionate about understanding and improving customer interactions in today's competitive market.

Key Responsibilities

• Assess current customer experience strategies and map customer journeys across all touchpoints.
• Identify key areas for improvement and develop data-driven strategies to enhance customer satisfaction and loyalty.
• Design and implement innovative customer experience initiatives, including digital tools and service enhancements.
• Collaborate with marketing, sales, and service teams to ensure a cohesive customer experience.
• Measure and report on the impact of customer experience strategies on business outcomes.

Requirements

• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 4 years of experience in customer experience management, marketing strategy, or related consulting.
• Strong understanding of customer journey mapping, service design, and CRM principles.
• Excellent analytical and problem-solving skills, with the ability to translate insights into actionable strategies.
• Effective communication and presentation skills, with experience engaging cross-functional teams.

Benefits

• Competitive salary and a comprehensive benefits package.
• Opportunity to work on innovative customer experience projects for diverse clients.
• Continuous learning and professional development support.
• A collaborative and forward-thinking work environment.
• Chance to make a tangible impact on client success through customer-centric strategies.