Senior CX Strategy Lead - Remote

Placements24; Sandton; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Performance bonuses

Health insurance

Generous annual leave

Professional development

Job summary

Placements24 is actively seeking a Lead Management Consultant specializing in Customer Experience (CX) to join a fully remote, high‑performing team. You will lead engagements focused on understanding journeys, identifying pain points, and developing CX solutions across touchpoints, driving satisfaction and loyalty.

This remote-first role offers significant autonomy and impact from Sandton, ZA. The ideal candidate has 8+ years in CX strategy or consulting, strong analytics, and proven leadership

Qualifications

• Master’s degree in Marketing, Business Administration, Psychology, or related field.
• Minimum of 8 years of experience in customer experience strategy, consulting, or related field.
• Proven track record leading CX transformation projects.
• Expertise in CX frameworks (NPS, CSAT, journey mapping, service design).
• Strong analytical and problem solving; translate insights into actions.
• Excellent communication and stakeholder management.
• Ability to lead and influence teams in a remote environment.

Responsibilities

• Lead the design and delivery of CX strategy projects for a diverse client base.
• Conduct in-depth customer journey mapping, voice of the customer analysis, and segmentation studies.
• Identify key drivers of customer satisfaction, loyalty, and advocacy, and recommend strategic interventions.
• Develop innovative solutions to improve customer onboarding, service interactions, and overall engagement.
• Collaborate with client stakeholders to implement CX initiatives and embed best practices.
• Utilize data analytics and customer insights to measure CX performance and ROI.
• Mentor and guide junior consultants, fostering expertise in customer experience best practices.
• Stay abreast of the latest trends and technologies in customer experience management.

Skills

CX strategy

Stakeholder management

Data analytics

Remote leadership

NPS/CSAT

Education

Master’s degree (Marketing / MBA / Psychology)

Tools

Customer data platforms

CRM tools

Job description

Placements24 is actively seeking a Lead Management Consultant specializing in Customer Experience (CX) to join a fully remote, high‑performing team. You will lead engagements focused on understanding journeys, identifying pain points, and developing CX solutions across touchpoints, driving satisfaction and loyalty.

This remote-first role offers significant autonomy and impact from Sandton, ZA. The ideal candidate has 8+ years in CX strategy or consulting, strong analytics, and proven leadership