BAF® Request: AKL-ID-Customer Insights-405-Customer Insights Consultant



A new ICG client is looking for a Customer Insights Consultant to work with their transformation team to design and implementation of a customer insights capability.

The Role

The successful accredited professional will identify business needs for customer insights and then propose an optimal state for capture, analysis/synthesis and reporting; and a roadmap to achieve. Needs to have in depth understanding of best practice in customer/business insights, ideally with some expertise in linking digital channels and external sources to customer data. Acting as thought leader the accredited professional will frame customer insights to drive segmentation, product and service model design.

Senior Customer Strategy Consultant

The successful accredited professional will work within a client team environment.  They will assess the client’s current use of customer insights and make recommendations on improvements in insights necessary to meet their business goals, including sources of information and processes to create insights, and reporting frameworks that empower client decision-making and customer service/experience improvement.  They will apply their skills in the creation of an analytic foundation for customer segmentation to be used in driving investments in marketing and sales activation. They will contribute understanding of feedback modes, information and analyses that track progress to target in marketing programs and customer experiences. They will work with the client team to investigate best practices and prepare business cases to win sponsorship, buy-in and implementation of the team’s designs.

The successful accredited professional will have experience in customer segmentation and application to marketing programs and service model design.  They will have experience in sourcing customer insights from captive and external channels, including digital with translation to insights. Good engagement and workshop facilitation skills are required as well as an ability to write executive submissions and business cases.

This is a hands-on role with the opportunity to work in a transformation program with senior executive sponsorship, making a difference to the team and organization at the critical front end of the business.

Ideally the accredited professional will have:

  • Significant experience (3-5 years) as a management consultant or industry executive
  • Experience in analytic marketing and service design
  • Design AND implementation experience
  • Excellent verbal and written communication skills
  • Experience in business case preparation and presentation
  • Experience in service and/or logistics industries

Logistics, Process and Rate

Logistics:  Wellington location – 2-3 days/week on site; Starting 17 October for initial three month period with a potential to extend for a further three months.

Offshore / Interstate candidates will only be considered if they cover their own travel and accommodation expenses.

Process: APT’s must be lodged by the time and date specified below.

AKL 1:00pm Thursday, 29 September 2016
SYD/MEL 10:00am Thursday, 29 September 2016
SGP 8:00am Thursday, 29 September 2016
PAR/BRU/STO 2:00am Thursday, 29 September 2016
LON 1:00am Thursday, 29 September 2016
TOR/NY 8:00pm Wednesday, 28 September 2016

We will review all APT’s and select the best 3. The client will then conduct interviews.

Rates: Final amount to be negotiated with the client, however, depending on level of experience and seniority, the daily rate range for the Customer Insights Business Lead would be between NZ$1,200 and $1,400.

To apply for this BAF® you should submit your ICG Accredited Professional Transcript (APT’s) in the required format (in ICG GDrive here – Accredited Professionals only) to [email protected] and confirm that you are available (or will make yourself available) for interviews at the client’s discretion.

If you are aware of suitable candidates for the role that might not already be ICG Accredited Professionals, please forward this email to them and ask them to review our website.