Senior Consultant - Customer Experience Strategy

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

Benefits offered by this job

Fully remote work arrangement

Competitive salary with incentives

Continuous learning programs

Home office stipend

Generous annual leave

Health and wellness programs

Job summary

Placements24 seeks a Senior Consultant focusing on CX Strategy. This remote role involves helping clients design and implement customer-centric strategies to boost loyalty, growth, and competitive advantage across sectors.

The ideal candidate has 4+ years in CX, strong analytics, and expertise in journey mapping, personas, and NPS. You will work with clients and teams remotely to drive impact and innovations in customer experience.

Qualifications

• Bachelor's degree in Marketing, Business, Psychology, or related field.
• Master's degree preferred.
• Minimum 4 years in CX strategy/consulting or related roles.
• Proven experience in designing and implementing customer journey improvements.
• Strong understanding of customer behavior, analytics, and market research.
• Excellent remote communication, presentation, and facilitation skills.
• Proficiency with CX tools and methodologies (journey mapping, personas, NPS).
• Ability to manage multiple projects independently and meet deadlines remotely.

Responsibilities

• Develop and execute customer experience strategies for diverse clients.
• Map and analyze customer journeys to identify touchpoints and opportunities.
• Conduct voice-of-the-customer research and translate insights into actions.
• Design customer-centric service models and digital engagement strategies.
• Advise clients on leveraging technology to enhance interactions.
• Lead cross-functional teams in CX initiatives.
• Facilitate virtual workshops with clients to co-create CX solutions.
• Measure and report the impact of CX initiatives on business metrics.
• Stay updated on CX trends and innovations.
• Build strong client relationships and act as a trusted CX advisor.

Skills

CX strategy

Customer journey

Analytics

Remote collaboration

Stakeholder influence

Education

Bachelor's degree

Master's preferred

Tools

Journey mapping

Personas

NPS

Job description

About the Role

Our client, a forward-thinking management consultancy, is seeking a talented Senior Consultant to focus on Customer Experience (CX) Strategy, working remotely. This role is crucial for helping clients design and implement customer-centric strategies that drive loyalty, growth, and competitive advantage. You will work closely with clients across various sectors to understand their customer journeys, identify pain points, and develop innovative solutions that enhance overall customer satisfaction and engagement. The ideal candidate possesses a deep understanding of customer behavior, digital engagement platforms, and CX best practices, combined with strong analytical and strategic thinking skills. As a remote professional, you will leverage advanced collaboration tools and demonstrate exceptional communication abilities to connect with clients and internal teams. This is an exciting opportunity for a CX expert to make a significant impact from anywhere, shaping exceptional customer experiences for leading organizations. We are looking for a self-starter who can independently manage projects and deliver outstanding results. Your contributions will be key to transforming how our clients interact with their customers, fostering deeper relationships and driving business success through superior experience design. This position offers the chance to be at the forefront of CX innovation, influencing strategies that resonate with today's discerning consumers. We foster a connected remote work culture that values collaboration and shared success.

Key Responsibilities

• Develop and execute customer experience strategies for diverse clients.
• Map and analyze customer journeys to identify key touchpoints and opportunities for improvement.
• Conduct voice-of-the-customer research and translate insights into actionable recommendations.
• Design customer-centric service models and digital engagement strategies.
• Advise clients on leveraging technology to enhance customer interactions.
• Lead cross-functional teams in the development and implementation of CX initiatives.
• Facilitate virtual workshops with clients to co-create CX solutions.
• Measure and report on the impact of CX initiatives on key business metrics.
• Stay updated on the latest trends and innovations in customer experience management.
• Build strong client relationships and act as a trusted advisor on CX matters.

Requirements

• Bachelor's degree in Marketing, Business, Psychology, or a related field.
• Master's preferred.
• Minimum of 4 years of experience in customer experience strategy, consulting, or related roles.
• Proven experience in designing and implementing customer journey improvements.
• Strong understanding of customer behavior, market research, and analytics.
• Excellent communication, presentation, and facilitation skills, especially in a remote setting.
• Proficiency in CX tools and methodologies (e.g., journey mapping, personas, NPS).
• Ability to work independently, manage multiple projects, and meet deadlines remotely.
• Experience in advising clients on digital transformation related to customer experience.
• Demonstrated ability to influence stakeholders and drive change.
• A passion for creating exceptional customer experiences.

Benefits

• Fully remote work arrangement offering unparalleled flexibility.
• Competitive salary with performance-based incentives.
• Access to continuous learning and professional development programs.
• Opportunity to work on innovative and high-impact CX projects.
• Collaborative virtual team environment fostering knowledge sharing.
• Home office setup stipend.
• Generous annual leave and paid time off.
• Health and wellness support programs.