Management Consultant - Customer Experience Transformation

Placements24; East London; Hybrid; ZAR 800,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Bonus structure

Health insurance

Retirement savings options

Professional development

Career progression path

Remote work flexibility

Work-life balance

Job summary

WhatJobs Direct seeks an experienced Management Consultant focused on Customer Experience (CX) Transformation to lead CX initiatives for international clients through a fully remote position. You will drive customer journey optimization, measure outcomes, and guide clients from discovery to execution with a strong emphasis on business impact.

The role demands senior-level expertise in CX, service design, and consulting, with proven ability to manage remote project teams and deliver measurable

Qualifications

• 6+ years in CX management, service design or management consulting.
• Proven track record in CX transformation initiatives.
• Strong journey mapping, user-centered design, and CX metrics.
• Excellent analytical, problem-solving, and strategic thinking.
• Remote work experience and strong communication skills.

Responsibilities

• Lead CX strategy design and transformation programs.
• Map customer journeys and conduct user research.
• Identify opportunities across digital and in-person touchpoints.
• Develop recommendations for service improvements and personalization.
• Collaborate with clients to implement CX solutions.
• Measure impact using NPS, CSAT, retention metrics.
• Manage project teams and ensure timely delivery.
• Stay updated on CX trends and industry best practices.
• Build trusted client relationships as CX advisor.

Skills

CX management

Service design

Management consulting

Customer journey mapping

Analytical thinking

Communication skills

Project leadership

Education

Bachelor's degree

Master's degree preferred

Job description

About the Role

WhatJobs Direct, a premier management consultancy, is seeking a dynamic and results-oriented Management Consultant specializing in Customer Experience (CX) Transformation for a fully remote position. This role is dedicated to helping clients reimagine and optimize their customer journeys, enhance customer satisfaction, and drive loyalty through innovative strategies and seamless execution. You will work closely with clients across various industries to understand their customer needs, design exceptional CX initiatives, and implement solutions that deliver measurable business impact. As a fully remote professional, you will leverage advanced digital collaboration tools to engage effectively with clients and colleagues, making a significant contribution from any location. This is a prime opportunity to lead transformative CX projects in a flexible work environment.

Key Responsibilities

• Lead the design and implementation of customer experience strategies and transformation programs.
• Conduct customer journey mapping, user research, and voice-of-the-customer analysis.
• Identify opportunities to enhance customer interactions across all touchpoints (digital, in-person, etc.).
• Develop recommendations for service improvement, personalization, and digital engagement.
• Collaborate with clients to implement CX solutions, including technology adoption and process changes.
• Measure and report on the impact of CX initiatives on key business metrics (e.g., NPS, CSAT, retention).
• Manage project teams and ensure timely and high-quality delivery of client work.
• Stay abreast of the latest trends and best practices in customer experience management and digital engagement.
• Build strong relationships with clients, acting as a trusted advisor on CX matters.

Requirements

• Minimum of 6 years of experience in customer experience management, service design, or management consulting with a CX focus.
• Proven track record of designing and implementing successful customer experience transformation initiatives.
• Strong understanding of customer journey mapping, user-centered design principles, and CX metrics.
• Excellent analytical, problem-solving, and strategic thinking skills.
• Exceptional communication, facilitation, and presentation skills.
• Experience managing projects and leading teams, preferably in a remote setting.
• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field; Master's degree preferred.
• Ability to work independently and collaboratively in a fully remote environment.

Benefits

• Our client offers a highly competitive salary, bonus structure, and comprehensive benefits tailored for remote employees, including excellent health insurance and retirement savings options.
• You will have access to continuous professional development opportunities, industry-leading training, and a clear career progression path.
• This fully remote role provides exceptional flexibility and work-life balance.
• Join a collaborative and innovative team committed to driving customer-centric transformations and delivering outstanding value to clients globally.
• Your expertise in CX will be highly valued and instrumental in shaping client success stories.