Management Consultant - Customer Experience

About the Role

Our client is seeking a customer-centric Management Consultant to join their practice in Liverpool, Merseyside, UK . This role focuses on helping organizations enhance their customer experience (CX) strategies and deliver exceptional service across all touchpoints. You will work with clients to understand their customer journeys, identify pain points, and design innovative solutions that drive customer loyalty and business growth. This is an exciting opportunity for a consultant passionate about the customer perspective to make a tangible difference in a hybrid work environment that encourages both collaborative office sessions and focused remote work.

Key Responsibilities

• Conduct customer journey mapping and analysis to identify key interaction points and areas for improvement.
• Develop customer experience strategies aligned with business objectives and customer insights.
• Design and recommend solutions for enhancing digital and physical customer touchpoints.
• Collaborate with clients to implement CX initiatives and drive cultural change towards customer-centricity.
• Measure and report on CX performance metrics, demonstrating the impact of interventions.
• Stay updated on best practices and emerging trends in customer experience management.

Requirements

• Bachelor's degree in Marketing, Business, Psychology, or a related field.
• 3+ years of experience in customer experience strategy, service design, or consulting.
• Strong understanding of customer journey mapping, user research, and CX metrics.
• Excellent communication and stakeholder management skills, with a focus on empathy.
• Ability to translate customer insights into actionable business recommendations.
• Comfortable working in a hybrid model, balancing collaboration and independent work.

Benefits

• Competitive salary and performance-related incentives.
• Comprehensive health and wellness benefits.
• Hybrid working model for a balanced work-life approach.
• Opportunities for training and development in CX best practices.
• A client-focused environment with a strong emphasis on innovation and impact.