Associate Director - Customer Advisory

A Director in a top tier consulting firm, specialising in customer experience transformation and using customer experience improvement/innovation as a competitive advantage.

Premier school background with 10+ years of work experience in the desired consulting domain. At least 6+years working in large transformational projects in the area of customer experience. Cross border projects preferred.

While the role does not necessarily need a sector focus, prior experience in Services (Telecom, Airlines, FS) Consumer Products, Auto, Pharma, Industrial Products and Technology is ideal.

Should have worked on diagnosis, design, development and implementation related to improving the following:

1. Developing organisation’s ability in delivering a differentiated and exceptional customer experience through improvement in process, systems, people and culture.

2. Changing organizational values and thinking to become more customer centric – transformation in thought and action led by detailed assessment of the customer lifecycle and points of impact and influence and a compelling business case

3. Managing and leading diverse teams and large multi-year projects.

4. Demonstrated success in achieving value creation for the client evidenced by client feedback or significant success fee collection on projects