Job closed
Ref: KP709-2738
Job description / Role
This position will report directly to the Partner and Head of the Customer Experience Practice. This role will lead Customer Experience transformation topics within the organization, helping drive business development activities across the region, acting as a Subject Matter Expert in Customer Experience related consulting projects. This role is also open in Singapore, South Africa & New York
KEY RESPONSIBILITIES
• Lead Customer Experience business development activities in a region together with account partners
• Jointly build the region’s account management strategy in Customer Experience transformation related topics with the support of the Partner group
• Support multiple project teams in ensuring successful project delivery in the Customer Experience area
• Lead teams of more junior consultants and co-lead client accounts in the Customer Experience area together with account partners
• Help structure the project’s approach by drawing on past experience
• Support the Managers in developing original frameworks, hypothesis, and ideas for data gathering
• Ensure the quality of the Customer Experience project takeaways and recommendations
• Present entire documents on Customer Experience topics to C-levels client audiences
• Manage and lead client meetings and Customer Experience related content discussions
• Build and maintain strong client relationships in the Customer Experience area
• Drive Intellectual Capital creation in Customer Experience Practice
Requirements
QUALIFICATIONS REQUIRED
• Management consultant from top consultancy firm (McKinsey, Bain, BCG, Strategy&) with a strong focus on customer experience strategy and transformation, including digital customer experience and omnichannel.
• The ideal candidate balances strategic thinking and customer experience strategy execution experience (transformation program management, capabilities building).
• Prior experience working in a corporate with a customer experience role is a plus.
PREFERRED
• Customer experience analytics and measurement (VoC metrics as well as UX metrics)
• Analysis of customer activity data, feedback, and metrics to identify main customer pain points and address them
• Journey redesign applying design thinking approach and co-development with customers
• Operational execution of new journeys design, including processes redesign and adjustments in service operations
• Customer experience unit design and set-up, team capabilities build-up
• Customer centricity change management, cultural/organizational shift, employee engagement
• Customer engagement across digital and offline channels
• Online sales (e-commerce) and omnichannel sales strategy, execution and acceleration
About the Company
Building businesses, changing lives
At Tandem, we’ve built a vast network of top-tier professionals across the globe. We empower businesses to thrive by delivering unmatched talent solutions. With our global reach, collaborative approach, and unwavering commitment to excellence, we drive transformative growth and shape exceptional teams.
Who we are.
We are a team of industry experts, driven by a passion for innovation and excellence. We are dedicated to providing unique talent solutions and nurturing collaborative partnerships that redefine success.