Management Consultant - Customer Experience Transformation

Placements24; Soweto; Hybrid; ZAR 900,000 - 1,600,000; Full time

Benefits offered by this job

Competitive salary

Performance-based incentives

Medical aid and retirement fund

Hybrid work model

Professional development and CX培训

Industry forums attendance

Job summary

Placements24 is seeking an experienced Management Consultant to lead Customer Experience (CX) Transformation initiatives in Soweto, Gauteng. You will advise clients on redesigning journeys, improving service delivery, and leveraging technology for seamless experiences, blending client-facing work with hybrid flexibility.

You will use journey mapping, service design, data analytics, and user research to drive improvements in CX strategy and operational excellence across engagements.

Qualifications

• Bachelor’s degree in business, marketing, psychology, or related field.
• 5+ years in CX management, service design, or CX consulting.
• Proven ability to design and implement customer journey improvements.
• Strong understanding of customer-centric principles and UX/UI concepts.
• Excellent analytical, problem-solving, and storytelling skills.
• Strong communication, presentation, and interpersonal abilities.
• Experience in hybrid, remote and on-site collaboration.
• Based in or willing to commute to Soweto, Gauteng.

Responsibilities

• Lead diagnostics of current CX and identify pain points.
• Design and map optimal customer journeys across touchpoints.
• Develop strategies for service innovation and engagement.
• Advise on CX technologies (CRM, omnichannel, AI chatbots).
• Collaborate with cross-functional teams to deliver customer-centric solutions.
• Use data analytics and feedback to measure CX performance.
• Facilitate workshops to embed a CX culture.
• Develop business cases and ROI analyses for CX initiatives.
• Ensure consistency and quality of CX across interactions.
• Stay updated on CX trends and best practices.

Skills

CX research methods

Journey design

Data analytics

Storytelling

Communication

Problem solving

UX UI concepts

Stakeholder management

Hybrid work experience

Based in Soweto

Education

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

Tools

CRM

Omnichannel platforms

AI chatbots

Analytics tools

Job description

About the Role

Our client, a forward-thinking management consultancy, is seeking an experienced Management Consultant to lead Customer Experience (CX) Transformation initiatives. This role, based in Soweto, Gauteng , will involve advising clients on redesigning their customer journeys, enhancing service delivery, and leveraging technology to create seamless and engaging customer experiences. You will employ a range of methodologies, from journey mapping and service design to data analytics and user research. The position offers a hybrid working arrangement, allowing for both collaborative client-facing work and remote flexibility. This is an exciting opportunity to drive significant improvements in customer satisfaction and loyalty for businesses in the Gauteng region.

Key Responsibilities

• Lead diagnostic assessments of current customer experiences and identify key pain points.
• Design and map optimal customer journeys across all touchpoints and channels.
• Develop strategies for service innovation and customer engagement.
• Advise clients on implementing CX technologies (e.g., CRM, omnichannel platforms, AI chatbots).
• Collaborate with cross-functional teams to implement customer-centric solutions.
• Utilize data analytics and customer feedback to measure CX performance and identify improvement areas.
• Facilitate workshops and training sessions to embed a customer-centric culture.
• Develop business cases and ROI analyses for CX initiatives.
• Ensure consistency and quality of customer experience across all interactions.
• Stay abreast of emerging trends and best practices in customer experience management.

Requirements

• Bachelor's degree in Business Administration, Marketing, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience management, service design, or consulting focused on CX.
• Proven experience in designing and implementing successful customer journey improvements.
• Strong understanding of customer-centric principles, service design thinking, and UX/UI concepts.
• Excellent analytical, problem-solving, and storytelling skills.
• Superior communication, presentation, and interpersonal skills.
• Experience working in a hybrid environment, blending remote and on-site collaboration.
• Proficiency in CX research methods and analytics tools.
• Ability to manage multiple projects and stakeholder relationships effectively.
• Must be based in or willing to commute to Soweto, Gauteng for hybrid work.

Benefits

• Our client offers a competitive salary, performance-based incentives, and a comprehensive benefits package including medical aid and retirement fund contributions.
• We provide excellent opportunities for professional development, including specialized CX training, certifications, and attendance at leading industry forums.
• The hybrid work model supports work-life balance.
• You will work on impactful projects that directly influence customer loyalty and business growth.