Managing Strategy & Transformation Consultant

Introduction

We are seeking a Managing Strategy & Transformation Consultant to lead enterprise strategy and transformation initiatives that combine strategic thinking, experience design, and technology-enabled change. This role focuses on helping organizations define direction, redesign how work and experiences operate, and translate strategy into executable plans that deliver measurable outcomes.

You will work closely with senior leaders and cross-functional teams to design future-state operating models, customer and employee experiences, and transformation programs that are grounded in user needs and informed by modern digital and AI capabilities.

• Lead strategy and transformation initiatives for Customer Service in Financial Services, from problem definition through execution planning and value realization
• Develop and execute enterprise, domain, or functional strategies aligned to business objectives
• Apply experience and service design principles to redesign customer, employee, and agent journeys
• Identify and shape improvement opportunities where digital, data, or AI capabilities can enhance outcomes
• Design future-state operating models, workflows, and governance structures to support new ways of working
• Analyze business and operational data to identify performance gaps and improvement opportunities
• Own project plans, deliverables, timelines, budgets, and risk management
• Lead and mentor teams while managing senior stakeholder relationships
• Drive clear executive communication through structured narratives and presentations

This job can be Performed from anywhere in the US.

• 6 to 8 years of experience in strategy, transformation, or consulting roles within complex organizations
• Proven experience with Customer Service consulting advisory, including with contact centers and conversational AI
• Proven experience leading work streams or engagements from strategy through execution planning
• Strong experience applying experience design concepts to business, operating model, or technology change
• Working knowledge of digital and AI-enabled solutions and how they are applied in enterprise contexts
• Strong analytical, problem-solving, and executive communication skills

• User Experience Analytics Tools:
  Experience with user experience analytics tools to measure and analyze user behavior, preferences, and pain points, informing user experience strategies and design decisions.
• Human-Centered Design Methodologies:
  Experience in applying human-centered design methodologies to craft user experiences that drive customer satisfaction and loyalty, while meeting business objectives and user goals.
• Emerging Technology Trends:
  Experience with emerging technology trends, such as artificial intelligence, augmented reality, and voice interfaces, to identify opportunities for innovative user experience solutions.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.