Management Consultant - Customer Experience Transformation

Placements24; East London; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Health and wellness benefits

CX certifications and development

Hybrid work model

Job summary

Placements24 in East London is seeking a creative and results-oriented Management Consultant to lead Customer Experience Transformation initiatives. You will work with clients to reimagine and enhance their customer journeys across touchpoints, using insights on behavior, trends, and digital capabilities to drive loyalty and growth.

The role is hybrid, combining in-office collaboration in East London with flexible remote arrangements.

Qualifications

• Bachelor-level degree in Marketing, Business Administration, Psychology or related field.
• 3+ years in CX strategy, customer journey mapping or related consulting roles.
• Experience designing and implementing customer-centric initiatives.
• Strong analytical, presentation and facilitation skills.

Responsibilities

• Conduct customer journey mapping and analysis to identify pain points and opportunities.
• Develop strategies to enhance CX across digital and physical channels.
• Design customer-centric processes, services and product offerings.
• Utilize data and feedback to measure CX performance and drive insights.
• Facilitate workshops with clients to define CX visions and roadmaps.
• Support CX improvements including technology adoption and organizational change.
• Advise on CRM best practices and customer service excellence.
• Collaborate with cross-functional teams to ensure a consistent customer experience.

Skills

CX strategy

Customer journey mapping

Data analytics

CRM fundamentals

Stakeholder engagement

Problem solving

Communication

Education

Bachelor's degree in Marketing/Business Administration/Psychology

Tools

CRM software

Data visualization tools

Job description

About the Role

Our client, a distinguished management consultancy, is seeking a creative and results-oriented Management Consultant to lead Customer Experience Transformation initiatives. This role, based in our East London office, will involve working with clients to reimagine and enhance their customer journeys across all touchpoints. You will leverage insights into customer behavior, market trends, and digital capabilities to design and implement strategies that drive customer loyalty, satisfaction, and business growth. This is a hybrid role, offering a blend of collaborative in-office work in East London and flexible remote arrangements. We are looking for individuals passionate about putting the customer at the center of business strategy.

Key Responsibilities

• Conduct comprehensive customer journey mapping and analysis to identify pain points and opportunities.
• Develop strategies for enhancing customer experience across digital and physical channels.
• Design customer-centric processes, services, and product offerings.
• Utilize data analytics and customer feedback to drive insights and measure CX performance.
• Facilitate workshops and co-creation sessions with clients to define customer experience visions and roadmaps.
• Support clients in implementing CX improvements, including technology adoption and organizational change.
• Advise clients on best practices in customer relationship management (CRM) and customer service excellence.
• Collaborate with cross-functional teams to ensure a consistent and positive customer experience.

Requirements

• A Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.
• A Master's degree is an advantage.
• Minimum of 3 years of experience in customer experience (CX) strategy, customer journey mapping, or related consulting roles.
• Demonstrated experience in designing and implementing customer-centric initiatives.
• Strong understanding of customer behavior, service design principles, and digital customer engagement.
• Excellent analytical, problem-solving, and creative thinking skills.
• Exceptional communication, presentation, and facilitation skills.
• Experience with customer feedback mechanisms and CX measurement tools is desirable.
• Ability to work effectively in a hybrid environment, collaborating both in-office and remotely.
• Passion for delivering outstanding customer experiences.

Benefits

• Competitive salary and performance incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and CX certifications.
• Exposure to diverse client challenges in enhancing customer engagement.
• A flexible hybrid work model supporting work-life balance.
• Career growth opportunities within a leading consultancy.
• Contribute to transformative CX strategies in East London.