Principal Consultant - Customer Experience Strategy

Placements24; Cape Town; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Highly competitive salary and bonus

Comprehensive medical, dental, and vis

Paid time off and development budget

Advancement to partner level

Job summary

Placements24 in Cape Town seeks a Principal Consultant specializing in Customer Experience (CX) Strategy. You will design, develop, and implement CX programs that drive loyalty, revenue growth and brand advocacy, leading client engagements and mentoring project teams.

You will bring deep expertise in journey mapping, service design, UX, and digital channels, with a proven track record of delivering measurable business outcomes and guiding executives through complex transformations.

Qualifications

• Minimum of 10 years in customer experience strategy, transformation, or related consulting.
• Proven ability to lead complex CX strategy projects with measurable business outcomes.
• Deep expertise in journey mapping, service design, UX, and digital marketing.
• Strong analytical and leadership skills; able to mentor junior consultants.

Responsibilities

• Lead the design and execution of comprehensive CX strategies for a diverse client base.
• Conduct in-depth customer research, journey mapping, and service blueprinting to identify pain points and opportunities.
• Develop innovative CX solutions and actionable recommendations to boost satisfaction, engagement and loyalty.
• Advise senior executives on best practices in CRM, digital channels, and service delivery.
• Manage client relationships to ensure high satisfaction and foster long-term partnerships.
• Lead and mentor project teams throughout the project lifecycle.
• Collaborate with cross-functional teams to integrate CX strategies across touchpoints.
• Develop and deliver compelling client presentations and thought leadership.

Skills

CX strategy

Leadership

Journey mapping

Service design

UX

Digital marketing

Stakeholder management

Mentoring

Education

Master's degree in Marketing/Business/Psychology

MBA preferred

Job description

About the Role

Our client, a premier management consulting firm renowned for its innovative solutions, is seeking a highly experienced Principal Consultant specializing in Customer Experience (CX) Strategy. This role is based in the vibrant city of **Cape Town, Western Cape**. You will be instrumental in advising clients on how to design, develop, and implement exceptional customer experiences that drive loyalty, revenue growth, and brand advocacy. The ideal candidate will possess a profound understanding of customer behavior, journey mapping, digital channels, and service design principles. As a Principal Consultant, you will lead client engagements, mentor project teams, and contribute significantly to the firm's thought leadership in the CX domain. This is a demanding yet rewarding position for a strategic thinker passionate about shaping customer-centric businesses.

Key Responsibilities

• Lead the design and execution of comprehensive customer experience strategies for a diverse client base.
• Conduct in-depth customer research, journey mapping, and service blueprinting to identify key pain points and opportunities.
• Develop innovative solutions and actionable recommendations to enhance customer satisfaction, engagement, and loyalty.
• Advise senior executives on best practices in customer relationship management, digital channels, and service delivery.
• Manage client relationships, ensuring high levels of satisfaction and fostering long-term partnerships.
• Lead and mentor project teams, providing guidance and oversight throughout the project lifecycle.
• Collaborate with cross-functional teams to ensure seamless integration of CX strategies across all touchpoints.
• Develop and deliver compelling presentations to clients and stakeholders, articulating insights and recommendations.
• Contribute to the firm's intellectual capital by developing new methodologies, frameworks, and thought leadership in CX.
• Stay abreast of emerging trends and technologies in customer experience management and digital innovation.

Requirements

• Master's degree in Marketing, Business Administration, Psychology, or a related field; MBA or advanced degree preferred.
• Minimum of 10 years of experience in customer experience strategy, transformation, or related consulting roles.
• Demonstrated success in leading complex CX strategy projects and delivering measurable business outcomes.
• Deep expertise in customer journey mapping, service design, user experience (UX), and digital marketing.
• Strong analytical skills with the ability to translate complex data into actionable insights.
• Exceptional leadership, communication, presentation, and interpersonal skills.
• Proven ability to manage multiple projects and client relationships simultaneously.
• Experience in mentoring and developing junior consultants.
• Familiarity with various CX tools and platforms.
• Willingness to travel to client sites in **Cape Town, Western Cape** and other locations as required.

Benefits

• Highly competitive salary and performance-based bonus structure.
• Comprehensive medical, dental, and vision insurance.
• Generous paid time off and professional development budget.
• Opportunity to work with leading organizations and influential clients.
• Dynamic and collaborative work environment.
• Retirement savings plan with company contributions.
• Access to cutting-edge industry research and training.
• Opportunities for advancement to partner level.