Customer Experience Practice Consultant at Acceleration

Job description

The Role

You’ll be part of an experienced and flexible project delivery team, digitally transforming clients, helping them to realize benefits in terms of improved efficiency and customer focus.

The position is based in Cape Town.

Reporting

The position will report to the Consulting Director, MEA.

Area of Expertise

• Customer Experience:
• Understanding of CX Principles
• Experience Atlas, Maps, Journeys and Touchpoints
• Experience in DX (Digital Experience)
• Executing CX strategies
• Product design strategy execution
• Content testing and User Experience
• CRM:
• CRM data models
• Database marketing
• Lifecycles - customer and product
• Marketing Functions:
• (in order of importance)
• Direct Digital (email, SMS, MMS & Push)
• CMS and content arbitration/atomisation
• Web Analytics
• Social (communities, content)
• Paid (Social and Search)
• Technology:
• Marketing Cloud experience, ideally Salesforce Marketing Cloud

Responsibilities

• Helping the client shape and guide their transformation programmes from day 1 through to implementation and on to sustainability of the change.
• Guiding the client through complex change roadmaps, helping them to balance business change with technology change in a way that delivers benefits, and delights their customers and engages the business.
• Leveraging digital technologies, providing a significant opportunity for our clients to outperform the market.
• Driving innovation into everything we do, including defining new solutions, finding new ways to engage and collaborate, and deploying agile ways of delivering change.

Requirements

• Customer - advising and delivering on multi-channel customer experience transformation, channel mix strategy and channel optimization, CRM / Social CRM, social media and mobile platforms, customer insight and analytics, customer service, e-commerce, fulfilment, product innovation, customer operating model and technology strategy and Digital applied to network operations.
• Operations - defining new ways of working, new processes, new operating models and organization designs. Working with utilities mobile workforce to define solutions that meet their needs. Working with senior and middle management to understand how they can better operate their businesses.
• Digital technologies - identifying opportunities to exploit technology, defining solutions and integrating these with business, customer and operations.
• Strong consulting capabilities, which will include structured problem solving and analytical skills, strong communication skills, a collaborative attitude
• In depth knowledge of online marketing technologies.
• Good understanding of technology
• A minimum of 6 years’ experience in a Customer Experience practice role
• Bachelors in Marketing or Information Systems
• Business Analysis Qualification – preferably FTI (SA only) or IBBA
• Design thinking methodologies
• Working within a project management office
• Waterfall and Agile methodologies
• Consulting project lifecycle experience beneficial but not essential
• Travel would be required 25%-40% local and International

Please ensure that you are in possession of the requisite documentation to legally work within the country where this position is based. Should you not receive a response to your application within 2 weeks of the closing date, please consider your application unsuccessful.