Senior Manager - Customer Transformation
Core
Leading end-to-end customer transformations for financial institutions, combining strategy, operating model design, and digital/AI implementation to improve customer experience and commercial strength.
Role type
Senior Manager, Strategy & Operations Consulting
Builds
Customer transformation programs, ecosystem strategies, CRM visions, and front-office implementations for financial services clients.
Domain
Financial Services / Management Consulting
Deliverable
client delivery
Required skills
End-to-end transformation leadership, strategic advisory, project execution, stakeholder management, commercial relationship building, process design, operating model design, digitalization strategy, AI strategy, CRM strategy, change management
Preferred skills
Experience in banking, insurance, or pensions; expertise in data and AI for customer experience; ability to acquire new client relationships
Technologies
AI tools, CRM systems
Responsibilities
Design and realize end-to-end sales and service transformations; Develop ecosystem strategies and new business models; Develop CRM vision and guide front-office implementations; Improve commercial and customer processes with data and AI; Lead complex implementation programs combining strategy, processes, technology, and organizational change
Seniority
Senior, hands-on IC with leadership responsibilities
