Management Consultant - Customer Experience

About the Role

Our client, a forward-thinking management consultancy based in Brighton , is seeking a passionate Management Consultant specializing in Customer Experience (CX) to join their growing team. You will be instrumental in helping businesses across various sectors understand and enhance their customer journeys, driving loyalty and revenue growth. This role requires a deep understanding of customer behavior, digital engagement strategies, and service design principles. You will work closely with clients to diagnose CX issues, design innovative solutions, and guide the implementation of improvements. This is an excellent opportunity to shape how businesses interact with their customers and create memorable, positive experiences.

Key Responsibilities

• Conduct customer journey mapping, user research, and CX audits to identify pain points and opportunities.
• Develop data-driven strategies to improve customer satisfaction, loyalty, and advocacy.
• Design and recommend customer-centric service improvements, digital interactions, and communication strategies.
• Collaborate with cross-functional teams (marketing, sales, service, product) to implement CX initiatives.
• Measure and report on the impact of CX improvements, demonstrating ROI.
• Stay abreast of the latest trends and best practices in customer experience management and digital engagement.

Requirements

• Minimum of 4 years of experience in consulting, marketing, or a dedicated customer experience role.
• Proven experience in designing and implementing customer experience strategies and initiatives.
• Strong understanding of customer journey mapping, user research methodologies, and service design.
• Excellent analytical skills with the ability to interpret customer data and feedback.
• Exceptional communication and presentation skills, with the ability to influence stakeholders.
• Bachelor's degree in Marketing, Business, Psychology, or a related field; relevant certifications are a plus.

Benefits

• Competitive salary and performance-based incentives.
• Hybrid working model offering flexibility between office and remote work.
• Comprehensive benefits package including health, dental, and vision insurance.
• Opportunities for professional growth, training, and developing expertise in CX.
• A creative and collaborative work environment focused on innovation and client success.