* Big 4 Customer Transformation Associate Director
* Drive digital and commercial change in Financial Services clients
About Our Client
Big 4 strategy consulting team focused on Financial Services transformation of customer experience and CRM.
Job Description
* Lead customer transformation projects, ensuring alignment with strategic objectives.
* Develop and implement strategies to improve customer experience and business outcomes.
* Collaborate with cross-functional teams to deliver tailored solutions for clients.
* Analyse data and insights to identify opportunities for transformation and growth.
* Manage client relationships, ensuring expectations are met and exceeded.
* Provide thought leadership within the professional services industry.
* Support business development initiatives by identifying new opportunities.
* Mentor and guide junior team members within the consultancy team.Lead complex customer transformation programmes across front-office functions (sales, service, marketing)
* Design and implement future-state operating models, channel strategies, and customer experience roadmaps
* Partner with clients to develop scalable MVPs, AI service solutions, and customer data strategies
* Act as the senior day-to-day client contact on large engagements, building long-term trusted relationships
* Take ownership of project planning, governance, and risk management across multi-workstream programmes
* Develop business cases, define KPIs, and lead benefits tracking to drive ROI for clients
* Contribute to go-to-market propositions, alliance development, and industry-specific service offerings
* Support business development by shaping proposals, pitching solutions, and driving growth in target accounts
* Provide coaching, mentorship, and career development for consultants and managers within the team
* Produce thought leadership and contribute to internal knowledge-sharing initiatives
The Successful Applicant
A successful Associate Director - FS Front Office / Customer Function Transformation should have:
* Significant experience within consulting, transformation or product management background with proven track record in delivering multi-phased large scale Financial Services client engagements, contributing to business development, developing new propositions and managing teams.
* Have experience of a variety customer centric Transformation or Strategic propositions. You will have been responsible for leading an end-to-end project and delivery team, with associated deliverables, and should be able to demonstrate this
* Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders
* Applied understanding of customer strategy and transformation in one or multiple segments across: retail and commercial banking, health insurance, general insurance, and life insurance
* Expertise/Technical role requirements (one or multiple)
o Experience in digital transformation
o Technical experience in customer experience and customer treatment design and delivery
o Strong understanding of CRM and AI technologies and driving business change and adoption in the use of these in the front office
o Strong understanding of the application of agile methodology in both product development and organisational structure redesign
o Experience of leading and delivering 'connected consulting' programmes - overseeing teams outside of Customer and Digital to deliver a wider transformation programme
What's on Offer
* £80,000 - £100,000 base salary + bonus + bens
* Opportunities to work on high-impact projects in London.
* Supportive and collaborative company culture.
* Professional development opportunities to grow your career.
This is an excellent opportunity for an experienced professional in the Big 4 to make a significant impact. Apply today to take the next step in your career! #J-18808-Ljbffr