Context

Our client is assisting a leading financial services organisation who recently completed the development of a comprehensive Customer Experience (CX) strategy. The next phase of work focuses on translating that strategy into actionable execution plans across the business. This engagement involves supporting client teams as they deepen and operationalise their CX execution plans, and facilitating sessions to help each business unit understand the practical implications of the recommendations as they begin implementation.

Role Overview

The Consultant will play a hands-on role in supporting the client’s internal teams to move from strategy to execution. The focus will be on facilitation, analysis, and structured support to ensure that the CX strategy is effectively embedded across business units. This includes helping teams clarify priorities, define tangible next steps, and identify enablers or blockers to execution.

Key Responsibilities

• Support the translation of the CX strategy into actionable business unit plans
• Facilitate client workshops and discussions to align teams on execution priorities
• Analyse existing CX data, initiatives, and processes to identify gaps and dependencies
• Support the development of practical action plans and tracking mechanisms
• Document insights, key decisions, and progress in structured, presentation-ready formats
• Collaborate closely with client stakeholders and senior consultants to ensure delivery quality

Requirements

• ~2+ years’ consulting experience in Customer Experience, Business Consulting, or related fields
• Strong understanding of customer experience principles, journey mapping, or service design
• Proven facilitation and communication skills, both verbal and written
• Analytical and structured problem-solving capability
• Experience working within or alongside financial services organisations advantageous, though not essential
• Self-starter with strong collaboration and client engagement skills

Contract Details

• Contract Type: Fixed monthly rate for the project duration
• Timing: Start 20 October, ~8-week duration
• Location: Johannesburg preferred (hybrid); mostly work from home with ~3 in-person client facilitation meetings per week