Principal CX Strategy Consultant - Lead Customer Journeys

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

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.