Lead Consultant - Customer Experience Strategy (Remote First)

Our client, a globally recognized management consultancy, is seeking an experienced Lead Consultant to spearhead Customer Experience (CX) Strategy initiatives. This is a remote-first position, open to exceptional talent across South Africa, with Sandton, Gauteng serving as a key regional hub. You will play a pivotal role in helping clients transform their customer journeys, enhance customer loyalty, and drive business growth through exceptional CX. The ideal candidate possesses a deep understanding of customer behavior, digital engagement, and strategies for creating seamless, personalized customer experiences. You will work directly with senior executives, providing strategic guidance and leading cross-functional teams to implement impactful CX solutions. This is a significant opportunity to shape customer-centric strategies for leading organizations from anywhere, contributing to meaningful business outcomes within a fully remote-first environment.

• Develop and lead the execution of comprehensive customer experience strategies for clients.
• Conduct in-depth customer journey mapping, user research, and journey analytics.
• Identify opportunities to improve customer touchpoints across all channels (digital and physical).
• Design and implement customer-centric initiatives to enhance satisfaction, loyalty, and retention.
• Advise clients on leveraging technology and data to personalize customer interactions.
• Lead workshops and stakeholder engagements to foster a customer‑centric culture.
• Manage project teams, ensuring the delivery of high-quality CX solutions on time and within budget.
• Collaborate with marketing, sales, product, and service teams to ensure a unified CX approach.
• Stay abreast of the latest trends and best practices in customer experience management and digital engagement.
• Contribute to business development by identifying new CX opportunities and supporting proposals.

• A minimum of 8 years of experience in customer experience strategy, digital marketing, service design, or a related field.
• Proven track record of developing and implementing successful customer experience strategies that drive measurable business results.
• Deep understanding of customer journey mapping, persona development, and user‑centered design principles.
• Expertise in digital channels, CRM systems, and CX measurement tools.
• Excellent client‑facing skills, with the ability to build rapport and influence senior leaders.
• Strong leadership, project management, and team facilitation capabilities.
• Exceptional communication, presentation, and storytelling skills.
• A Bachelor's degree in Marketing, Business, Psychology, or a related field; a Master's degree is a plus.
• Experience working effectively in a remote‑first or distributed team environment is essential.
• Willingness to travel occasionally for key client meetings or team gatherings.

• Highly competitive salary, performance‑based bonus, and potential for profit sharing.
• Comprehensive benefits package tailored for remote work.
• Generous professional development budget and support for certifications.
• Significant opportunities for career advancement and leadership within a global consultancy.
• Unparalleled flexibility to work from your preferred location within South Africa.
• Engagement in high‑impact CX transformation projects with industry‑leading clients.
• Access to a global network of CX experts and cutting‑edge research.