Customer Experience Marketing Transformation Consulting Team
Experience
8-12 years LEVEL
P4-P5 ROLE FOCUS
Process Consulting
Role Overview
We are seeking a Process Strategy Consultant with deep expertise in customer experience and marketing operations This individual will map assess and redesign endtoend processes across the customer lifecycle connecting marketing sales commerce service data and technology The role also requires a point of view on how AI automation and agentic workflows will reshape customerfacing and marketing processes
Key Responsibilities
Lead customer experience and marketing process transformation engagements
Assess currentstate workflows and identify opportunities for simplification automation and optimization
Map endtoend journeys across awareness acquisition onboarding engagement retention loyalty and advocacy
Analyze crossfunctional processes spanning marketing sales commerce service content data and technology
Design futurestate processes operating models governance roles and performance measures
Develop recommendations for AIenabled marketing operations personalization workflow automation and agentic customer engagement
Facilitate stakeholder workshops and support proposals business cases and executive presentations
Skills Required
Process design process discovery currentstate and futurestate mapping business process reengineering service blueprinting and operating model design
Customer and marketing expertise customer journey mapping lifecycle management campaign operations leadtorevenue personalization loyalty and omnichannel experience
AI and automation intelligent process automation agentic workflows conversational AI nextbestaction and human AI operating models
Technology and data MarTech ecosystems CRM marketing automation CDPs analytics measurement data governance and platform integration
Consulting structured problem solving workshop facilitation executive stakeholder management business case development and executive storytelling
Tools proficiency in processmapping and visualization tools such as Microsoft Visio Signavio ARIS Miro or equivalent platforms
Desired Experience
815 years in process transformation customer experience consulting marketing operations or business transformation
Proven experience mapping and redesigning complex customerfacing and marketing processes
Experience working across marketing sales customer service commerce data and technology functions
Ability to connect business strategy customer experience process design data and technology enablement
Experience translating recommendations into practical transformation roadmaps and presenting them to senior stakeholders