Management Consultant - Customer Experience Strategy

Placements24; Soweto; On-site; ZAR 600,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Health and wellness benefits

Professional development opportunities

Diverse client projects

Collaborative team environment

Job summary

Placements24 seeks a Management Consultant specializing in CX Strategy to join its team in Soweto, Gauteng. You will analyze customer touchpoints, design CX initiatives, and drive loyalty by aligning CX with business goals.

Responsibilities include developing journey maps, advising on data-driven engagement, and collaborating with marketing, sales, and operations to implement end-to-end CX improvements and measure outcomes.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Psychology, or related field.
• 4+ years in customer experience management, marketing, or consulting.
• Proven experience developing and implementing CX strategies.
• Strong CX metrics, journey mapping, and touchpoint analysis knowledge.
• Excellent analytical, research, and stakeholder skills.

Responsibilities

• Assess current CX strategies and identify areas for improvement across touchpoints.
• Develop and implement CX strategies, roadmaps, and journey maps.
• Advise clients on leveraging data and technology to boost engagement.
• Design improvements for customer service processes and digital channels.
• Conduct customer research via surveys, interviews, and workshops.
• Collaborate with marketing, sales, and operations for integrated CX initiatives.
• Measure and report on CX strategy effectiveness.

Skills

CX Strategy

Customer Journey Mapping

Data Analysis

Stakeholder Management

Communication

Education

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

Tools

CRM Systems

Customer Data Platforms

Job description

About the Role

Our client, a prominent management consultancy, is seeking a dedicated Management Consultant specializing in Customer Experience (CX) Strategy to join their dynamic team in Soweto, Gauteng. This role focuses on helping organizations enhance their customer journeys, improve satisfaction, and foster loyalty through strategic CX initiatives. You will be responsible for analyzing customer touchpoints, identifying pain points, and designing innovative CX solutions that align with business objectives. This is a compelling opportunity to drive customer-centric transformation for businesses in the Soweto area and contribute to their market success.

Key Responsibilities

• Assess current customer experience strategies and identify areas for improvement across all touchpoints.
• Develop and implement comprehensive customer experience strategies, roadmaps, and journey maps.
• Advise clients on leveraging data and technology to enhance customer engagement and satisfaction.
• Design and recommend improvements for customer service processes and digital channels.
• Conduct customer research, including surveys, interviews, and journey mapping workshops.
• Collaborate with cross-functional teams (marketing, sales, operations) to ensure integrated CX initiatives.
• Measure and report on the effectiveness of CX strategies and initiatives.

Requirements

• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 4 years of experience in customer experience management, marketing, or consulting.
• Proven experience in developing and implementing customer experience strategies.
• Strong understanding of customer journey mapping, touchpoint analysis, and CX metrics.
• Excellent analytical, research, and problem-solving skills.
• Strong communication, presentation, and stakeholder management abilities.
• Familiarity with CRM systems and customer data platforms is a plus.
• Passion for understanding and improving customer interactions.

Benefits

• Competitive salary and potential for performance bonuses.
• Comprehensive health and wellness benefits package.
• Opportunities for professional development and training in CX best practices.
• Engage with diverse client organizations on impactful customer-facing projects.
• A supportive and collaborative team environment.