Management Consultant - Customer Experience Strategy

Placements24; Stellenbosch; Híbrido; ZAR 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Hybrid work model

Professional development

Diverse client projects

Collaborative team

Innovation culture

Descripción de la vacante

Placements24 in Stellenbosch, South Africa, seeks a seasoned Management Consultant focused on Customer Experience (CX) Strategy. This hybrid role blends remote flexibility with on-site collaboration to design client-centric CX roadmaps and drive loyalty and growth.

You will map journeys, measure CX outcomes, and partner with marketing, sales, service and IT to deliver cohesive experiences across touchpoints.

Formación

• Bachelor's degree in Marketing, Business Administration, Psychology, or related field.
• Minimum of 5 years of experience in customer experience management, marketing strategy, or management consulting with a CX focus.
• Proven experience in developing and implementing customer journey maps and CX strategies.

Responsabilidades

• Conduct in-depth analysis of current customer journeys and identify pain points and opportunities for improvement.
• Develop comprehensive customer experience strategies aligned with client brand and business objectives.
• Design and map future-state customer journeys, outlining key interactions and service enhancements.
• Advise clients on implementing digital tools and technologies to support enhanced CX.
• Develop customer segmentation and personalization strategies.
• Collaborate with cross-functional teams to ensure cohesive CX implementation.
• Measure and report on key CX metrics such as NPS and CSAT.
• Facilitate workshops to gain stakeholder buy-in and co-create CX solutions.

Conocimientos

CX strategy

Journey mapping

Analytical thinking

Communication

Stakeholder facilitation

Educación

Bachelor's degree (Marketing / Business Admin / Psychology)

Herramientas

CX measurement tools

Digital engagement platforms

Descripción del empleo

About the Role

Our client, a leading management consultancy, is seeking a talented Management Consultant to specialize in Customer Experience (CX) Strategy. Based in the vibrant academic and business hub of Stellenbosch, Western Cape, this role operates on a hybrid model, offering a blend of remote flexibility and on-site collaboration. You will be tasked with helping clients design and implement customer-centric strategies that drive loyalty, engagement, and revenue growth. The ideal candidate possesses a deep understanding of customer behavior, journey mapping, service design, and digital engagement channels. Strong analytical skills, combined with creativity and empathy, are essential for success in this role. You will work closely with marketing, sales, service, and product teams to create seamless and impactful customer journeys across all touchpoints. This is a critical position for organizations aiming to differentiate themselves through superior customer experiences. Your insights will directly contribute to enhanced client satisfaction and competitive advantage. We are looking for a passionate CX advocate to join our team and elevate our clients' customer relationships.

Key Responsibilities

• Conduct in-depth analysis of current customer journeys and identify pain points and opportunities for improvement.
• Develop comprehensive customer experience strategies aligned with client brand and business objectives.
• Design and map future-state customer journeys, outlining key interactions and service enhancements.
• Advise clients on implementing digital tools and technologies to support enhanced CX.
• Develop customer segmentation and personalization strategies.
• Collaborate with cross-functional teams (marketing, sales, operations, IT) to ensure cohesive CX implementation.
• Measure and report on key CX metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
• Facilitate workshops to gain stakeholder buy-in and co-create CX solutions.

Requirements

• A Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience management, marketing strategy, or management consulting with a CX focus.
• Proven experience in developing and implementing successful customer journey maps and CX strategies.
• Strong understanding of customer behavior, service design principles, and digital engagement platforms.
• Excellent analytical and problem-solving skills, with the ability to synthesize qualitative and quantitative data.
• Exceptional communication, presentation, and interpersonal skills.
• Experience working in a hybrid environment and collaborating effectively with remote and on-site teams.
• Familiarity with CX measurement tools and methodologies.

Benefits

• Our client offers a competitive salary and a comprehensive benefits package.
• The hybrid work model provides excellent work-life balance.
• Opportunities for professional development and continuous learning in the CX domain are readily available.
• You will work on impactful projects with diverse clients in the beautiful region of Stellenbosch.
• Collaboration with a dedicated team of experienced consultants.
• Be part of a firm that values innovation and client success in customer experience.