Management Consultant - Customer Experience

About the Role

Our client is seeking a dedicated Management Consultant focused on Customer Experience (CX) to join their Liverpool office. In this role, you will help clients design and implement strategies to deliver exceptional customer journeys, driving loyalty and business growth. You will analyze customer data, map customer journeys, and identify key touchpoints for improvement. The position offers a hybrid working model, enabling collaboration with colleagues and clients while providing flexibility for personal work styles. This is a significant opportunity to shape customer-centric strategies for leading businesses, contributing to impactful CX transformations from our Liverpool hub.

Key Responsibilities

• Design and map comprehensive customer journeys across all touchpoints and channels.
• Analyze customer feedback, data, and behavioural insights to identify CX improvement opportunities.
• Develop CX strategies and roadmaps, focusing on enhancing customer satisfaction and loyalty.
• Collaborate with cross-functional teams (marketing, sales, service, product) to implement CX initiatives.
• Measure and report on the impact of CX strategies using key performance indicators.
• Advise clients on best practices for customer relationship management and service delivery.

Requirements

• Bachelor's degree in Marketing, Business, Psychology, or a related field.
• Minimum of 3 years of experience in customer experience strategy, market research, or a related client-facing role.
• Proven ability to analyze customer data and translate insights into actionable strategies.
• Strong understanding of customer journey mapping and service design principles.
• Excellent communication, presentation, and stakeholder management skills.
• Experience with CRM systems and customer feedback platforms is advantageous.

Benefits

• Competitive salary and performance-based incentives.
• Hybrid work environment that balances office collaboration and remote flexibility.
• Comprehensive medical, dental, and vision insurance.
• Opportunities for professional development and training in CX best practices.
• Engaging team culture and impactful client projects based in Liverpool .