Senior Consultant - Customer Experience Transformation

Placements24; East London; On-site; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Office-based role

Career development

Job summary

Placements24 is seeking a Senior Consultant to lead CX transformation initiatives in an office-based role in East London, Eastern Cape. You will guide reimagination of customer journeys, drive loyalty, and shape business growth for clients across South Africa.

You will partner with clients to map journeys, design CX improvements, and implement CRM and digital CX solutions, delivering measurable improvements in customer satisfaction and performance.

Qualifications

• Bachelor’s or Master’s degree in Business, Marketing, Design, or related field.
• Minimum 5 years of experience in customer experience, service design, marketing, or management consulting with a CX focus.
• Proven experience designing and implementing CX strategies and initiatives.
• Strong understanding of customer journey mapping, user research, and service design principles.
• Excellent communication, facilitation and stakeholder management abilities.

Responsibilities

• Lead assessment of current customer journeys and identify pain points and opportunities for enhancement.
• Develop customer-centric strategies and roadmaps for CX transformation.
• Design and prototype improved customer experiences across touchpoints and channels.
• Collaborate with clients to implement CX initiatives, including process changes and technology adoption.
• Utilize feedback mechanisms and data analytics to measure CX performance and drive improvement.
• Facilitate workshops with client stakeholders to foster a customer-centric mindset and build capabilities.
• Advise clients on CRM, digital CX, and service design best practices.
• Manage project teams and deliverables to ensure client satisfaction.

Skills

Customer experience

Stakeholder management

Analytical thinking

Project leadership

Team collaboration

Education

Bachelor’s or Master’s degree (Business/Marketing/Design)

Tools

CRM software

Job description

About the Role

Our client, a leading management consultancy, is seeking a Senior Consultant to drive Customer Experience (CX) Transformation initiatives. This role is office-based in East London, Eastern Cape . You will be responsible for helping clients reimagine and redesign their customer journeys to deliver exceptional experiences, foster loyalty, and drive business growth. The ideal candidate will possess a deep understanding of customer-centric strategies, service design principles, and modern CX technologies. You will work closely with clients to analyze customer pain points, identify opportunities for improvement, and implement innovative CX solutions. This is a significant opportunity to shape how businesses interact with their customers and build lasting relationships. Join a dedicated team focused on delivering measurable improvements in customer satisfaction and business performance within the Eastern Cape and wider South African market.

Key Responsibilities

• Lead the assessment of current customer journeys and identify key pain points and opportunities for enhancement.
• Develop customer-centric strategies and roadmaps for CX transformation.
• Design and prototype improved customer experiences across various touchpoints and channels.
• Collaborate with clients to implement CX initiatives, including process changes, technology adoption, and organizational adjustments.
• Utilize customer feedback mechanisms and data analytics to measure CX performance and drive continuous improvement.
• Facilitate workshops with client stakeholders to foster a customer-centric mindset and build capabilities.
• Advise clients on best practices in customer relationship management (CRM), digital CX, and service design.
• Manage project teams and deliverables, ensuring successful outcomes and client satisfaction.

Requirements

• A Bachelor's or Master's degree in Business, Marketing, Design, or a related field.
• Minimum of 5 years of experience in customer experience, service design, marketing, or management consulting with a CX focus.
• Proven experience in designing and implementing customer experience strategies and initiatives.
• Strong understanding of customer journey mapping, user research, and service design principles.
• Excellent analytical, problem-solving, and strategic thinking skills.
• Superior communication, facilitation, and stakeholder management abilities.
• Ability to work effectively in a team and manage client relationships.
• Familiarity with CX technologies and platforms is advantageous.
• Experience working within the South African market is a strong plus.

Benefits

• Office-based role in a convenient East London location.
• Competitive salary and performance bonus.
• Opportunities for professional development and specialization in CX.
• Exposure to diverse industries and exciting customer-focused projects.
• A collaborative and client-focused work environment.
• Direct impact on enhancing customer satisfaction and business loyalty.