The Customer Advisory Assistant Manager will client-facing teams in delivering strategic customer experience solutions, digital transformation initiatives, and operational improvements. The role blends consulting, project management, and leadership within the firm's advisory practice.
Key Roles and Responsibilities:
- Client Engagement & Advisory
- Assist in designing and delivering customer-centric strategies for clients.
- Support workshops, interviews, and data analysis to understand customer needs.
- Contribute to proposals and presentations for client pitches.
- Project Management
- Coordinate project timelines, deliverables, and stakeholder communications.
- Ensure quality and consistency across advisory outputs.
- Track progress and manage risks across engagements.
- Team Collaboration
- Work closely with senior managers and directors to execute advisory projects.
- Mentor junior consultants and staff.
- Collaborate across service lines and member firms to integrate solutions.
- Research & Insights
- Analyze market trends, customer behavior, and digital tools.
- Develop insights to improve customer experience and operational efficiency.
- Support development of thought leadership and internal knowledge assets.
Position Specifications:
- Education: Bachelor's degree in Business, Marketing, Economics, Data Analytics, Statistics or related field; MBA or equivalent is a plus.
- Experience: 5+ years in consulting, customer experience, or digital transformation roles.
- Skills:
- Proven experience conducting customer experience analysis and data-driven decision-making.
- Strong understanding of customer experience metrics and methodologies (NPS, CSAT, CES, VoC).
- Experience collaborating across Sales, Product, and Marketing teams.
- Familiarity with CRM platforms, customer journey mapping, and agile methodologies
- Excellent communication, storytelling, and presentation skills able to simplify data insights into strategic recommendations.
- Strong analytical and problem-solving abilities
- Proficiency in analytical and visualization tools (Excel, Power BI, Tableau, SQL, or similar).
- Project coordination and stakeholder management
- Comfortable engaging with executive-level stakeholders and influencing without direct authority.
Good to have:
- Certification or coursework in Customer Experience Management (CCXP) or Data Analytics or similar CX/TX certification
- Experience with CRM and Customer Success platforms (Salesforce, HubSpot, Gainsight, Zendesk, etc.)
- Familiarity with predictive analytics, AI-driven CX tools, or customer sentiment analysis platforms.
