Customer Experience Consultant (Digital Transformation)

• Customer Experience Consultant (Digital Transformation)
• London - Full-time - hybrid working
• Salary - up to £105k+ DOE + BONUS and Bens

We are looking for a seasoned and experienced Customer Experience Expert to lead our client's team of consultants. Reporting to the Director of CX division, you will be pivotal in defining and leading the direction of the Customer Engagement consulting team and driving the growth of their offering in Customer Experience Transformation. This will include building and shaping their offering and ensuring they deliver best-in-class, data-driven transformation that drive client’s business performance.

The ideal candidate for the Customer Experience Specialist position should have a proven track record in leadership and strategic consulting within the Customer Experience Transformation space. They must possess expertise in areas such as Business strategy, Customer experience, CRM and data-driven marketing. The individual should be a confident and articulate leader who can drive growth and deliver best-in-class solutions for clients, while also demonstrating a strong ability to lead and mentor a high-performing team. Additionally, they should be proactive in identifying new opportunities for growth and innovation within the business.

Responsibilities:

· Leadership and management responsibilities

· Work with our clients and other business units for the delivery and execution of strategic consulting projects, this could encompass Customer Experience planning, business transformation project, customer journey development or CRM strategies.

· Business casing and road map generation for clients

· Lead the operationalising of core projects, shaping the approach and process alongside other Business leads to ensure we deliver effectively and efficiently from the outset, including costing/scoping and writing compelling, commercial, accurate scopes of work.

· Work with the Sales team to grow existing client accounts, bring in new clients, and win RFPs (proposal development, pitching, approving SOWs)

· Driver for the growth of the team, promoting our proposition with internal teams and clients, taking an active role in presales. Identifying opportunities to shape, develop and deliver new or enhanced services in our skill sets.

· Define and execute the vision and direction for the team, aligning individuals to the overall goals of the business.

· Effective resource management and planning of the activities of the teams, ensuring we meet the commercial targets of chargeability and usability, whilst delivering efficiently and effectively for our clients

· Mentorship and leadership to team members, providing support, direction, and oversight/guidance on project work to meet our ambitious standards for delivery.

· Future-proof our services by developing propositions that meet client needs and provide growth areas for the business.

· Be ahead of industry innovations and trends; ensuring the teams are well informed of relevant advances, and clients are provided with innovative ideas that add value to their business.

Minimum skills and experience:

· Ability to interrogate a client brief, understand the strategic challenge, consider integrated solutions, and create compelling approaches to client problems that deliver tangible value.

· Understanding the core components of business transformation across people, process, data, and technology and how organisations are tackling these challenges.

· Previous experience in managing high-performing teams including management of senior level direct reports.

· Deep knowledge and experience in the definition and delivery of data-driven customer strategies with demonstrable ability to extract insights from customer and behavioral data to inform marketing strategy and develop value cases.

· Experienced in building relationships with senior clients and influencing at a senior level.

· Ability to influence effectively cross-functionally, bring teams together and the ability to work across multiple projects and clients simultaneously in a dynamic environment.

· An understanding of martech landscape, emerging technologies and how this is shaping marketing strategy and activation.

Preferred skills and experience:

· Solid sector experience that could include retail, financial services, betting and gaming, or Food & Beverage

· Have led or been part of a significant scale business transformation programme with a large scale, complex organisation, such as operating model redesign, customer engagement strategy development and/or technology implementation.

· Experience creating or improving operational processes across teams.

· Able to lead new business pitch process including defining response, galvanizing teams, ensuring delivery.

· Commercial management of a P&L, understanding income forecasting to resource planning and management of key business metrics such as utilisation/chargeability/recoverability