Management Consultant - Customer Experience Strategy

Our client, a leading management consultancy, is seeking an innovative and empathetic Management Consultant to specialize in Customer Experience (CX) Strategy. This is a fully remote position, offering the opportunity to redesign and elevate customer journeys for businesses across diverse sectors. You will be responsible for analyzing customer touchpoints, identifying pain points, and developing data-driven strategies to enhance customer satisfaction, loyalty, and advocacy.

The ideal candidate possesses a deep understanding of customer behavior, journey mapping, service design, and digital CX tools. This role is perfect for someone passionate about creating exceptional customer interactions and driving business growth through superior CX. We are looking for a creative problem-solver with strong analytical skills and the ability to translate insights into actionable strategies that resonate with customers and deliver tangible business outcomes for our client's portfolio.

• Conduct in-depth customer journey mapping and analysis across all touchpoints.
• Identify key drivers of customer satisfaction, dissatisfaction, and loyalty.
• Develop comprehensive Customer Experience strategies and roadmaps.
• Design and recommend improvements to customer service processes and digital interactions.
• Advise clients on implementing CX technologies, such as CRM systems and feedback platforms.
• Collaborate with cross-functional teams to ensure a seamless and positive customer experience.
• Develop metrics and KPIs to measure CX performance and track progress.
• Present CX strategies and recommendations to senior client stakeholders.

• Bachelor's degree in Marketing, Business, Psychology, Design, or a related field; a Master's degree is a plus.
• Minimum of 5 years of experience in customer experience strategy, marketing, service design, or management consulting with a CX focus.
• Proven track record in designing and implementing successful CX initiatives.
• Strong understanding of customer behavior, journey mapping, and service design principles.
• Excellent analytical skills with the ability to interpret customer data and feedback.
• Exceptional communication, storytelling, and presentation abilities.
• Experience with CX tools and technologies is highly desirable.
• Ability to thrive in a fully remote work environment, managing projects and collaborating effectively online.
• Familiarity with various industry customer expectations is beneficial.

• Competitive salary and performance-based incentives.
• Comprehensive health and wellness benefits.
• Extensive professional development opportunities and training in CX best practices.
• The flexibility and autonomy of a fully remote work arrangement.
• Opportunities to work with innovative companies and shape their customer engagement strategies.
• A collaborative and supportive remote team culture.
• Access to industry-leading CX research and tools.
• Generous annual leave and paid time off.