Customer Journey / Digital Transformation Consultant

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Customer Journey / Digital Transformation Consultant
Company Name Global Consulting Firm
Location New York, New Jersey, Boston and Washington DC, will consider other US locations, United States
Date Posted June 11, 2018
Category Information Technology
Job Type Direct Hire


A highly respected Global Management and Technology Consulting firm is actively advising its clients on Digital Customer Journeys. They are seeking high performers with the following background and experience:


 Customer Journey Re-imagination and Re-Design

  •   Create end-to-end customer-centric experience designs based on segmentation, persona definition, and touch point mapping
  •   Develop approach and run necessary customer research (quantitative and qualitative, incl. ethnographic interviews, focus groups, shop alongs, etc.)
  •   Analyze and design supporting operating model, including process improvements and service delivery models
  •   Analyze and design technology architecture, including complexity evaluation, high-level data/decisioning requirements, etc.
  •   Evaluate business value from the customer journey transformation and develop strategic roadmap
  •   Lead mixed-function teams in journey re-design efforts


 Customer Journey based Digital Transformations

  •   Serve as mini-PMO for the cross-functional transformation team, including multiple journeys situation
  •   Oversee large customer journey technology implementations, incl. vendor selection criteria, elements of project management, etc.
  •   Analyze and design transformation-supporting changes to org.structure, budgeting, and other enterprise-level processes


Roles & Responsibilities

Work with client members from all levels of the organization in order to integrate strategy, operational, and industry experience with the client's knowledge of its particular situation, culture, and constraints.

Individual assignments can last anywhere from two to twelve months or more, depending on the complexity of the challenges and the client's needs. Assignments normally proceed through three stages over a period of several months: 1) identifying and analyzing opportunities for change and laying out different options for senior management to consider, 2) fleshing out the best options in order to create detailed action plans, and 3) assisting in execution.



The ideal candidate possesses:

  •  At least 6 years of work experience in top level technology advisory or consulting firms, though candidates with excellent technology focused industry backgrounds and 4-5 years of previous consulting experience would also be considered
  •  3-4 years leading/playing core role in driving technology projects - owning the project process, content and day-to-day client interactions
  •  Previous experience working with customer journeys and touch point mapping in B2C and/or B2B context
  •  Experience with customer research, ethnographic studies and customer segmentation
  •   Experience with leveraging process reengineering (lean/Sigma) methods in digital transformation is preferred
  •   Knowledge of leading customer experience technology platforms eg. salesforce, MS Dynamics, BPM suites, Marketing technology suites preferred
  •   Knowledge of new technology architecture patterns and digital architecture
  •   Knowledge of/ exposure to Agile is preferred
  •   Exposure to DevOps tools for implementing digital technologies is preferred
  •   A strong track record and a close network of professional contacts as key clients within the technology sector
  •   Experience developing and implementing business driven technology strategies involving quantitative analysis, solution design and implementation support.
  •   Experience in a wide range of technology topics: strategy, transformation, organization, outsourcing & sharing, performance management


Education and Qualifications

  •   Strong academics from a top-tier institution
  •   Graduate of a leading engineering school a plus
  •   MBA or MS from a reputable institution


Professional Skills

  •   Analytical and structured
  •   Advanced quantitative analysis
  •   Solid business acumen and commercial capabilities
  •   Problem solving – able to take a creative and an hypothesis driven approach in order to solve complex problems
  •   Willingness to travel internationally and to work remotely on client sites
  •   Excellent communication and persuasion skills


Personal Attributes

  •   Flexible, curious and creative, open for new things and able to propose innovative ideas
  •   Independent and autonomous judgment
  •   Team player, open, pleasure to work with and positive in a group dynamic
  •   Intercultural competence and experience of working in more than one country and/or multi-cultural teams
  •   Driven, hard-working, entrepreneurial, proactive and productive
  •   Highest ethical standards
  •  Passionate about delivering an exceptional customer experience


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