Senior CX Transformation Consultant — Elevate Customer Journeys

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

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.