Associate Director - Customer Journey & Transformation Advisory - Banking & Insurance

Our client, a leading strategy consultancy, is seeking exceptional candidates to interview for a client‑facing senior manager / associate director role within their Transformation and Strategy team, focusing on either retail and consumer banking or insurance clients. Experience of leading on customer transformation programmes is a must! This role is focused on building and driving teams to win and deliver customer‑centric transformation, focusing on the front office, and integrating sales, service and marketing capabilities to deliver seamless customer experiences.

The successful candidate will need to work with capabilities and solutions drawn from across the firm. They will draw on their skills to understand their client’s business problems and knowledge of the industry to design, implement and scale relevant solutions for their clients.

Responsibilities:

• Build strong, trusted advisor relationships with client counterparts.
• Establish role as day-to-day / key client contact on engagements.
• Take day-to-day responsibility for large projects and engagements.
• Own the development of go-to-market capabilities and alliance relationships.
• Manage and develop people effectively within our practice and business.
• Project work will involve working with the client to undertake a range of activities including proposition and product exploration, channel strategy and front‑office operating model redesign, AI servicing transformation design, MVP and execution, customer treatment design and execution, front office and customer data migration, customer transformation roadmap development, and customer innovation centre of excellence stand‑up.
• Help clients focus on generating value through their customer initiatives, with a clear performance focus, ensuring initiatives are designed to drive real value rapidly.
• Co‑ordinate the preparation of deliverables that span multiple workstreams.
• Contribute to thought leadership and knowledge management activities.
• Ensure that customer strategy and transformation projects or their work‑streams within a large wider engagement are effectively scoped, managed and delivered on time, to budget and within agreed risk frameworks.
• Design future front‑office operating models.
• Play a key role in bidding, winning and delivering customer transformation engagements of significant size and scope.
• Support the Customer Leadership together with Consulting Industry Leaders to build and action Go‑To‑Market plans within their industry, focused on target clients.
• Provide timely feedback and coaching to other team members.

Your experience:

• Significant experience within consulting, transformation or product management background with proven track record in delivering multi‑phased large‑scale client engagements, contributing to business development, developing new propositions and managing teams.
• Experience of a variety of customer‑centric Transformation or Strategic propositions.
• Responsible for leading an end‑to‑end project and delivery team.
• 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.
• Demonstrable knowledge of innovation methodologies including the use of design methods, including human‑centred design, and using modern design applications.
• Expertise in proposition design, customer or channel strategy development and delivery – from concept to launch.
• Experience of weaving a solution based on AI and emerging technologies from ideation to delivery.

Expertise/Technical role requirements:

• 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.

Successful applicants will be contacted within 24‑48 hours.

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Consulting and Strategy/Planning

Industries: Banking, Insurance, and Business Consulting and Services

Location: London, England, United Kingdom