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Management Consultant - Customer Transformation - FS

City of London Permanent £80,000 - £100,000 per year View Job Description
The Associate Director - Front Office / Customer Transformation will lead and deliver customer-focused transformation projects within the professional services sector. This role is based in London and requires a strategic mindset and expertise in consultancy, strategy, and change management.
  • 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)
    • Experience in digital transformation
    • Technical experience in customer experience and customer treatment design and delivery
    • Strong understanding of CRM and AI technologies and driving business change and adoption in the use of these in the front office
    • Strong understanding of the application of agile methodology in both product development and organisational structure redesign
    • 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!

Contact
James Barrett
Quote job ref
JN-082025-6805024
Phone number
+441179065140

Job summary

Job function
Transformation
Subsector
Consulting
Sector
Business Services
Location
City of London
Contract type
Permanent
Consultant name
James Barrett
Consultant phone
+441179065140
Job reference
JN-082025-6805024