Principal Consultant - Customer Experience Strategy (Remote)

Placements24; East London; Hybride; ZAR 1 500 000 - 2 300 000; Plein temps

Avantages offerts par ce poste

Remote work

Flexible schedule

Professional development opportunities

Résumé du poste

Placements24 is seeking a Principal Consultant focused on Customer Experience (CX) Strategy to lead remote, global engagements with C-suite clients. You will guide transformative journeys, design innovative CX strategies, and drive loyalty and revenue through data-driven insights and design thinking.

In this fully remote leadership role, you will collaborate with a global network of consultants, mentor teams, and shape the firm’s CX capabilities across industries, delivering measurable business

Qualifications

• 8–10 years in management/strategy consulting or customer experience management.
• Proven CX strategy design and implementation delivering measurable business results.
• Deep understanding of journey mapping, service design, digital CX, and loyalty programs.
• Excellent communication, presentation, and facilitation skills with senior executives, adaptable for virtual delivery.

Responsabilités

• Lead development and execution of comprehensive CX strategies for a diverse client portfolio.
• Advise senior leadership on customer-centric transformation and journey mapping.
• Utilize data insights to improve customer satisfaction and loyalty.
• Develop frameworks for omnichannel customer engagement and service design.
• Oversee CX initiative implementation aligned with business goals.
• Drive innovation in digital engagement and loyalty programs.
• Build trusted advisory relationships with client stakeholders.
• Contribute thought leadership and firm expertise in CX strategy.
• Mentor and coach consulting teams working on CX projects.

Connaissances

CX strategy

Executive influence

Leadership

Remote collaboration

Formation

Master's degree

Description du poste

About the Role

Our client, a leading global management consultancy, is seeking a highly experienced Principal Consultant focused on Customer Experience (CX) Strategy to join their entirely remote team. This is a strategic leadership role where you will guide clients in designing and implementing transformative customer journeys that drive loyalty, engagement, and revenue growth. You will work with C-suite executives and senior leaders across various industries to redefine their approach to customer interaction, leveraging data, digital technologies, and design thinking principles. As this is a fully remote position, you will collaborate with a global network of consultants and clients, requiring strong virtual communication and self-management skills. We are seeking a visionary leader with a proven ability to develop and execute innovative CX strategies that deliver measurable business impact.

Key Responsibilities

• Lead the development and execution of comprehensive customer experience strategies for a diverse client portfolio.
• Advise senior leadership on customer-centric transformation initiatives, journey mapping, and service design.
• Utilize data analytics and customer insights to identify opportunities for enhancing customer satisfaction and loyalty.
• Develop frameworks and best practices for omnichannel customer engagement.
• Oversee the implementation of CX initiatives, ensuring alignment with business goals.
• Drive innovation in customer service, digital engagement, and loyalty programs.
• Build and maintain strong, trusted advisor relationships with key client stakeholders.
• Develop thought leadership and contribute to the firm's expertise in customer experience.
• Mentor and coach consulting teams working on CX-related projects.

Requirements

• A minimum of 8-10 years of experience in management consulting, strategy consulting, or customer experience management, with a strong focus on strategy development.
• Demonstrated success in designing and implementing customer experience strategies that yield significant business results.
• Deep understanding of customer journey mapping, service design, digital CX, and loyalty programs.
• Exceptional strategic thinking, analytical, and problem-solving skills.
• Outstanding communication, presentation, and facilitation skills, with a proven ability to influence senior executives, adapted for virtual delivery.
• Experience leading complex projects and managing client relationships.
• Master's degree in Business Administration, Marketing, or a related field is strongly preferred.
• This is a fully remote position, requiring strong self-discipline, initiative, and excellent remote collaboration capabilities.
• Experience across multiple industries is a significant advantage.

Benefits

• Our client offers a highly competitive remuneration package, including a leading salary and performance-based bonuses.
• As a fully remote employee, you will benefit from exceptional flexibility and autonomy.
• Access to extensive professional development resources, industry networking opportunities, and the chance to publish thought leadership are provided.
• Our client fosters a culture of innovation, collaboration, and employee well-being.
• This role provides the opportunity to shape the future of customer engagement for leading global organizations and establish yourself as a preeminent expert in CX strategy, working from anywhere.