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For Companies At a Glance
- Tasks: Lead CX consulting projects and drive innovative customer experience strategies.
- Company: Join KPS, a leader in transforming customer experiences in the digital landscape.
- Benefits: Enjoy flexible working, 25 days leave, private healthcare, and more.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact on businesses by enhancing their customer journeys.
- Qualifications: 5+ years in CX consulting with strong analytical and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Location: UK (London) | Full-time
WHO WE ARE
We help businesses succeed in a fast-changing digital landscape by transforming end-to-end customer experiences to drive growth and engagement. Our approach is customer-centric: technology alone isn’t enough – it’s how you use it. With deep retail expertise, we support companies in achieving their digital best. We specialise in composable commerce across the full customer journey – from loyalty and data insights to marketplaces, multichannel retail and digital marketing. As a premium partner of SAP, Salesforce and Shopify, and with in‑house expertise across partners like Mirakl, Akeneo, Emarsys, Algolia, Bloomreach, Amplience and Xiatech, we deliver value quickly. Successful CX platforms require a clear vision, roadmap and execution capability – we bring all three and act as your partner for success.
WHAT YOU’LL DO
- Lead CX consulting engagements (B2C & B2B), including diagnostics, programme shaping and discovery & design.
- Drive platform-agnostic CX strategy across key areas: Commerce, CDP/Customer Data, Marketing Automation, Loyalty, and Order & fulfilment.
- Define target architectures, business cases, dependencies and transformation roadmaps before platform selection.
- Lead detailed discovery & design phases with Solution Architects, defining requirements, customer journeys (CX/UX), architectures and delivery setup.
- Facilitate client workshops to capture processes, journeys, capabilities and architectures.
- Identify gaps, constraints, dependencies and opportunities across business, data and systems.
- Translate complexity into clear, value-driven CX roadmaps.
- Provide senior advisory support in pre‑sales and early delivery phases.
- Create key deliverables (e.g. CX diagnostics, capability models, architectures, BRDs, risk assessments).
- Collaborate with architects, delivery and account teams to ensure end-to-end continuity.
- Identify follow‑on opportunities as client needs evolve.
WHAT YOU NEED
- 5+ years in CX consulting, business analysis or transformation.
- Experience in B2C and B2B environments with complex customer journeys.
- Strong experience in CX diagnostics, programme shaping and discovery/design.
- Excellent communication skills and confidence with senior stakeholders (Manager–C-level).
- Ability to quickly understand business models, needs, tech landscapes and data flows.
- Strong analytical and structuring skills.
- Experience with process mapping, customer journeys, requirements documentation, capability models and high‑level architectures.
- Comfortable working independently in senior teams.
- Collaborative, personable team player.
HIGHLY DESIRABLE
- AI-driven CX solutions (especially in Google ecosystems)
- B2B digital experience (eCommerce, portals, pricing complexity)
- CDP / Single Customer View
- Marketing Automation
- Loyalty & retention
- Sales/Service CX (CRM, contact centres)
- Basic ERP/WMS/fulfilment exposure
WHY KPS
- Flexible working environment
- Competitive rate
- 25 days annual leave with an extra day to do something extra special - volunteer/ charity etc.
- Bright and bubbly office in Wimbledon
- Private healthcare
- Maternity/ Paternity/ Parental Leave
- Flu jabs and eye tests
- Pension
We are an Equal Opportunity Employer and encourage applications from candidates of all backgrounds, identities, and abilities. We’re committed to making our hiring process as inclusive and accessible as possible. If you require any adjustments, at any stage of the application or interview process, please let us know.
(Senior) CX Consultant (m/f/d) Customer Experience · KPS London · employer: KPS AG
Contact Detail:
KPS AG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land (Senior) CX Consultant (m/f/d) Customer Experience · KPS London ·
✨Tip Number 1
Network like a pro! Reach out to your connections in the CX space, especially those who work at KPS or similar companies. A friendly chat can open doors and give you insider info on what they’re looking for.
✨Tip Number 2
Prepare for interviews by diving deep into KPS’s projects and values. Show us you understand our customer-centric approach and how your experience aligns with our mission. Tailor your examples to highlight your CX consulting skills!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you note. It shows your enthusiasm and keeps you fresh in our minds. Plus, it’s a great chance to reiterate why you’re the perfect fit.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the latest roles and updates there, so keep checking back for new opportunities!
We think you need these skills to ace (Senior) CX Consultant (m/f/d) Customer Experience · KPS London ·
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your CX consulting experience and any relevant projects you've worked on. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your background aligns with our mission. Keep it engaging and personal – we love a good story!
Showcase Your Communication Skills: Since you'll be working with senior stakeholders, it's crucial to demonstrate your communication prowess. Use clear and concise language in your application, and don't shy away from showcasing your ability to simplify complex ideas.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at KPS AG
✨Know Your CX Inside Out
Make sure you’re well-versed in customer experience principles, especially in B2C and B2B contexts. Brush up on your knowledge of CX diagnostics, programme shaping, and the latest trends in digital marketing and technology. This will help you speak confidently about how you can drive value for the company.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific situations you've faced in previous roles. Think of examples where you’ve led CX consulting engagements or facilitated client workshops. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Showcase Your Analytical Skills
Be ready to discuss how you approach complex customer journeys and data flows. Prepare to explain your process for identifying gaps and opportunities within a business's CX strategy. Highlight any tools or methodologies you’ve used to create clear, value-driven CX roadmaps.
✨Engage with Senior Stakeholders
Since this role involves working closely with senior stakeholders, practice articulating your ideas clearly and confidently. Be prepared to discuss how you’ve successfully communicated with C-level executives in the past and how you can build strong relationships to drive CX initiatives forward.