1. Big 4 Customer Transformation Associate Director
2. 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
3. Lead customer transformation projects, ensuring alignment with strategic objectives.
4. Develop and implement strategies to improve customer experience and business outcomes.
5. Collaborate with cross-functional teams to deliver tailored solutions for clients.
6. Analyse data and insights to identify opportunities for transformation and growth.
7. Manage client relationships, ensuring expectations are met and exceeded.
8. Provide thought leadership within the professional services industry.
9. Support business development initiatives by identifying new opportunities.
10. Mentor and guide junior team members within the consultancy team.Lead complex customer transformation programmes across front-office functions (sales, service, marketing)
11. Design and implement future-state operating models, channel strategies, and customer experience roadmaps
12. Partner with clients to develop scalable MVPs, AI service solutions, and customer data strategies
13. Act as the senior day-to-day client contact on large engagements, building long-term trusted relationships
14. Take ownership of project planning, governance, and risk management across multi-workstream programmes
15. Develop business cases, define KPIs, and lead benefits tracking to drive ROI for clients
16. Contribute to go-to-market propositions, alliance development, and industry-specific service offerings
17. Support business development by shaping proposals, pitching solutions, and driving growth in target accounts
18. Provide coaching, mentorship, and career development for consultants and managers within the team
19. 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:
20. 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.
21. 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
22. Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders
23. Applied understanding of customer strategy and transformation in one or multiple segments across: retail and commercial banking, health insurance, general insurance, and life insurance
24. Expertise/Technical role requirements (one or multiple)Experience in digital transformationTechnical experience in customer experience and customer treatment design and deliveryStrong understanding of CRM and AI technologies and driving business change and adoption in the use of these in the front officeStrong understanding of the application of agile methodology in both product development and organisational structure redesignExperience of leading and delivering 'connected consulting' programmes - overseeing teams outside of Customer and Digital to deliver a wider transformation programme
What's on Offer
25. £80,000 - £100,000 base salary + bonus + bens
26. Opportunities to work on high-impact projects in London.
27. Supportive and collaborative company culture.
28. 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!