Consultant Gig 1000Australia Melbourne PreferredSenior Customer ConsultantSenior Job Manager to PrincipalPartner Level
Consultant Gig 1000Australia Melbourne PreferredSenior Customer ConsultantSenior Job Manager to PrincipalPartner Level
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
A new ICG client is looking for aseasoned customer strategy / experience consultantto help bring their (organically evolved and productsiloed) customer experience and operating model to best practice. The work aims to enhance experience streamline processes maximize crosssell opportunities and deepen customer relationships while empowering teams to deliver expert personalised service.
Project Objectives
1. Unify Customer Service Strategy
Align four divisions under a cohesive framework while retaining each
ones deep subject matter expertise.
2. Enhance CrossFunctional Collaboration
Break down siloed workflows through integrated processes and
technology solutions.
3. Improve Customer Experience & Satisfaction
Deliver consistently high service standards and proactive support at every
touchpoint.
4. Establish Performance & Accountability
Set robust KPIs SLAs and reporting mechanisms to track manage and
optimise service outcomes.
Project Scope
1. TopDown BestPractice Framework
Identify overarching principles and standards to guide a unified service
model.
2. BottomUp Operational Blueprint
Detail how each division can adapt to new workflows organisational
structures and technology requirements.
Provide SOPs and escalation pathways suited for each vertical.
3. Technology & Tools
Evaluate current systems (CRM ticketing etc. and recommend
futurestate enhancements or integrations for better visibility and
efficiency.
4. KPIs SLAs & Reporting
Define metrics that align with each tier of service and product line.
Develop dashboard templates and governance structures for continuous
performance monitoring.
5. Structured Final Report
Consolidate all findings frameworks and a highlevel implementation
roadmap (for the inhouse project lead to execute).
Deliverables
1. Discovery Analysis & Gap Assessment
Map out existing customer service operations identifying siloed processes
and missed opportunities.
2. TopDown & BottomUp Recommendations
A bestpractice framework with specific guidance on team structures
reporting lines technology stack processes KPIs and SLAs.
3. Performance Measurement Model
Proposed metrics (e.g. firstcontact resolution NPS CSAT) and reporting
cadence to drive ongoing improvement.
4. Structured Final Report & Presentation
Comprehensive documentation of all recommendations.
Executivelevel presentation ensuring clear understanding and alignment
across leadership.
Skills and experience required
- Deep experience with customer strategy/operations digitisation and migrating from vertical to horizontal models
- Ability to quickly diagnose and assess the current state customer operations and recommend improvements to best practice
- Program transition plan development
- Influencing people engaging with teams to receive required inputs data from colleagues
- Selfstarter problem solver someone who will team well and be productive quickly and both get the outputs delivered on time but also show initiative in asking probing questions.
- High level communication and powerpoint skills
Start date:ASAP up to full timeDuration:2 months initial phase with ability to extend to up to 12 months
Rate:Please indicate your net daily rate required for this assignment. We envisage this seniority and tenure will justify $1600$2500 per day GST. Note if you do not have a PTY Ltd we will be forced to subtract superannuation and workers compensation insurance fees.
Process: Shortlisted candidates will be asked to prepare and submit a short ICG branded proposal using the following structure:
1. Proposed Approach & Timeline: Methodology for discovery design and reporting
including onsite engagement plans for Melbourne (and potentially Sydney).
2. Project Team: Profiles of key personnel highlighting relevant experience in
Australian or analogous markets. The client has a strong preference for a single senior resource.
3. Fee Structure: Fully itemised breakdown including day rates travel and any
additional expenses.
4. References & Case Studies: Demonstrations of similar work or testimonials from
previous Australian or international clients.
ApplicationClose date:No later than Monday 17th March 5 pm (AEDT)
APTs must be lodged within 48 hours.We will review all APTs and select the best 3 for the client. The client will then conduct interviews.
Please note that the net rate quoted is an ICG Affiliate rates available for
ICG Members only.Any previously agreed and documented rates for candidates introduced to ICG via approved 3rd parties will be honoured.
Required Experience:
Manager
Employment Type
Full-Time
