Customer Experience & Innovation Consultant

About the role

We are seeking a Manager‑level Customer Experience & Innovation Consultant to drive digital business transformation, service innovation, and product strategy for a tobacco industry client. You will combine research, design, strategy, technology and data to shape connected customer experiences and guide engagements from problem definition to strategic roadmaps.

Key responsibilities

• Define customer and business challenges, align stakeholders, and develop experience strategies, value propositions and roadmaps.
• Translate research, data and market insights into actionable initiatives and map end‑to‑end customer journeys.
• Shape data and CRM strategies, including segmentation, personalization, lifecycle engagement and loyalty.
• Identify opportunities across web, mobile, social, chat, voice and offline channels.
• Plan and facilitate client workshops, estimate workstreams, manage budgets and timelines, and support business development.

Required profile

• 5–8 years of experience developing strategies for connected products, services or customer experiences.
• Proven track record with globally recognized brands or mid‑size organizations.
• Strong background in customer experience strategy, data strategy and CRM.
• Experience leading multidisciplinary project teams in fast‑paced, global environments.

Required skills

• Customer journey mapping and experience modeling.
• Data strategy and CRM implementation (segmentation, personalization, loyalty).
• Prioritization frameworks, business case development and strategic road‑mapping.