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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 digital customer experiences.
- 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 field, attend industry events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews by practising common CX scenarios. Think about how you’d tackle complex customer journeys or lead a client workshop. We want you to showcase your expertise and confidence, so rehearse your answers and get comfortable discussing your past experiences.
✨Tip Number 3
Don’t forget to research KPS and our approach to customer experience! Understanding our values and how we operate will help you tailor your responses during interviews. Plus, it shows you’re genuinely interested in being part of our team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. We’re always on the lookout for passionate individuals who can drive growth and engagement, so don’t hesitate to put yourself out there!
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 get the best experience possible. Plus, we can't wait to hear from you!
How to prepare for a job interview at KPS AG
✨Know Your CX Stuff
Make sure you brush up on your customer experience knowledge, especially in B2C and B2B environments. Familiarise yourself with the latest trends in CX diagnostics and programme shaping, as well as the tools and platforms mentioned in the job description.
✨Showcase Your Communication Skills
Since you'll be dealing with senior stakeholders, practice articulating complex ideas clearly and confidently. Prepare examples of how you've successfully communicated with C-level executives or led client workshops in the past.
✨Prepare for Scenario Questions
Expect to be asked about specific situations where you've identified gaps or opportunities in customer journeys. Think of concrete examples from your experience that demonstrate your analytical skills and ability to translate complexity into actionable strategies.
✨Be Ready to Collaborate
Highlight your teamwork abilities and how you've worked with architects and delivery teams in previous roles. Be prepared to discuss how you ensure continuity in projects and how you identify follow-on opportunities as client needs evolve.