BAF® Request: AKL-ID-Customer Insights-407-Senior Customer Strategy Consultant



A new ICG client is looking for a Senior Customer Strategy Consultant to work with their transformation team to provide thought leadership in the design and implementation of a customer centric capability.

The Role

The successful accredited professional will provide expert advice and guidance on aspects of our client’s customer centric transformation as part of a broader client team spearheading the transformation program.  Acting as thought leader the accredited professional will frame customer insights to drive segmentation and service model design to drive winning value propositions, help specify operational and financial impacts for the client business, and help prepare business cases for investment approval which are analytically based.

Senior Customer Strategy Consultant

The successful accredited professional will work within a client team environment.  They will apply their thought leadership skills in guiding the creation of an analytic foundation for customer segmentation to be used in devising winning value propositions, and investments in marketing and sales activation.  With the client team they will advise on application of this framing and customer insights understanding to the design of customer service models and the targeted customer experience.  They will contribute understanding of feedback modes, information and analyses that track progress to target in marketing programs and customer experiences. They will advise on the creation of operational and financial models 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 analytics and translation into products & services, practical marketing programs, service models and business cases.  They will have sound experience in customer/business strategy and customer experience as well as a good understanding of business economics. Good engagement and workshop facilitation skills are required as well as an ability to write executive submissions and business cases.

Experience leading a team in the practical application of customer insights to the end-to-end business process of customer attraction-capture-service-refresh is essential for this role.

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 (7-10 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:  This is a part-time role (50%).  Wellington location – 1-2 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$2,400 and $2,800.

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.