Consultant Gig #1000–Australia, Melbourne Preferred–Senior Customer Consultant–Senior Job Manager to Principal/Partner Level
Core
Senior consultant to unify customer service strategy, enhance cross-functional collaboration, and improve customer experience by migrating from siloed vertical models to a cohesive horizontal operating model.
Role type
Senior Customer Strategy & Transformation Consultant
Builds
Unified customer service frameworks, operational blueprints, technology integration plans, and performance measurement models.
Domain
Customer Experience (CX) / Customer Operations / Strategy Consulting
Deliverable
Dashboards & analysis / Research / Client delivery
Required skills
Customer strategy and operations, digitisation, program transition planning, stakeholder engagement, data analysis, executive presentation
Preferred skills
Experience with CRM and ticketing systems, knowledge of Australian market
Technologies
CRM, ticketing systems
Responsibilities
Map existing customer service operations to identify silos, develop best-practice frameworks for team structures and processes, define KPIs and SLAs, evaluate current technology systems, and create an implementation roadmap.
Seniority
Senior, hands-on IC
