Customer Experience Advisory Job at a Leading Customer Experience Company

Divitiae Limited, on behalf of a leading Customer Experience Company (the Hiring Company), is looking for a strategy consultant with proven consulting experience who will head the Hiring Company’s Customer Experience Advisory unit.

We are recruiting to fill the position of:

Job Title: Head, Customer Experience Advisory
Reference Number: HCEA001
Location: Lagos

Job Description

The role is a senior leadership one, reporting to the Managing Director. As a member of the Leadership team, the areas of focus are:

  • Provision of insightful and strategic thought leadership, industry experience, analysis and expert advice to clients on superior and revenue enhancing customer experience strategies
  • Efficiency of implemented solutions
  • Growth and effective management of the Customer Experience Advisory Business

Financial Dimension:

  • Revenue growth and cost efficiency

Relationship Dimension:

  • Develop new and manage existing business relationships
  • Manage a team of analysts
  • Collaborate with other unit heads on Projects
  • Leadership Dimension:
  • Shape and drive the Hiring Company’s Business Strategy
  • Membership of the Hiring Company’s Management Committee
  • Attendance at Board Meetings
  • People Leadership

Key Responsibilities
1.) Client Engagement and Management:

  • Win new businesses
  • Initiate and drive initial meetings with the Client’s management team to establish the requirements of the advisory project, define project standards, goals, budgets and deadlines
  • Preserve existing and grow new client relationships

2.) Provide the strategic thinking for and lead the delivery of excellent Customer Experience Advisory to clients:

  • Understand the Client’s strategic objectives
  • Conduct an audit of client’s current strategy in order to clarify and define strategic and operational problems
  • Collect, analyse and interpret data and assess the pros and cons of possible strategic options in service of actualising client’s objectives
  • Recommend strategic options to the client and facilitate the selection of the optimal solution
  • Prepare a strategic plan for the optimal solution
  • Collaborate with other unit heads to implement the agreed solution
  • Develop change management approaches that will facilitate the effective implementation of desired transformation in the client organisation
  • Monitor and measure efficacy of implemented solutions

3.) Create Industry Specific Insight:

  • Conduct objective research on industry specific market trends, competitors, product demands etc. that will allow clients/users make informed industry specific decisions

4.) Project management: create and institutionalise an efficient project management and reporting system to ensure service quality and compliance with objectives, budget, deadlines, client and regulatory requirements

5.) People Leadership:

  • Organise and manage project team members to ensure tasks and responsibilities are delivered according to predefined quality standards and in a timely manner
  • Coach and develop the Advisory team

Qualifications, Experience and Attributes

  • First degree; a post graduate degree is an additional advantage
  • Very good track record of project delivery and growth in a renowned Consulting firm
  • Strong business and commercial awareness
  • Very good numerical skills
  • Strong analytical and problem solving skills
  • Very good interpersonal skills
  • Excellent written and verbal communication skills
  • Excellent people leadership skills
  • Very good organisational skills
  • Proficient in the use of Microsoft office packages
  • A proven track record of establishing and maintaining strong relationships with clients
  • Excellent presentation and reporting skills
  • Aggressive self-developer
  • Pro-active, focused, self-motivated and initiative driven
  • Entrepreneurial and resourceful
  • Collaborative
  • Flexible working options are available.


How to Apply


Interested and qualified candidate should send their CV’s & application letter to:recruitment@divitiae-ng.com quoting reference number: HCEA001 in the ‘Subject Field’.



Deadline: 20th May, 2016.


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