At a Glance
- Tasks: Lead CX consulting projects and drive innovative strategies for customer engagement.
- Company: Dynamic company transforming customer experiences in a fast-paced digital world.
- Benefits: Flexible working, competitive salary, 25 days leave, and private healthcare.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Join a team shaping the future of customer experience with cutting-edge technology.
- 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
We’re particularly interested in candidates who bring new depth to the team in one or more of the following areas (ranked in descending order with most desirable first):
- 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 Strategy & Transformation Lead employer: KPS AG
At KPS, we pride ourselves on being an exceptional employer, offering a vibrant and collaborative work culture in the heart of London. Our commitment to employee growth is reflected in our flexible working environment, competitive benefits, and opportunities for meaningful engagement through initiatives like volunteer days. Join us to be part of a forward-thinking team that values innovation and inclusivity while driving transformative customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CX Strategy & Transformation Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend 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 interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your experience in CX consulting and transformation. Show them you’re the perfect fit!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a thank-you email to express your appreciation and reiterate your interest in the role. It keeps you fresh in their minds and shows your enthusiasm.
✨Tip Number 4
Apply through our website for the best chance at landing the job! We make it easy for you to showcase your skills and experience directly to our hiring team. Plus, it shows you’re genuinely interested in joining us!
We think you need these skills to ace Senior CX Strategy & Transformation Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior CX Strategy & Transformation Lead. Highlight your experience in CX consulting and any relevant projects that showcase your skills in diagnostics and programme shaping.
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. Be sure to mention any specific experiences that relate to B2C and B2B environments.
Showcase Your Analytical Skills:We love candidates who can break down complex problems. In your application, give examples of how you've used your analytical skills to create clear, value-driven CX roadmaps or to identify gaps in customer journeys.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to keep track of your application and ensure you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at KPS AG
✨Know Your CX Inside Out
Make sure you’re well-versed in customer experience strategies, especially in B2C and B2B contexts. Brush up on the latest trends in CX diagnostics and programme shaping, as these will likely come up during your interview.
✨Showcase Your Analytical Skills
Prepare to discuss how you've used analytical skills to map customer journeys and identify gaps in previous roles. Bring examples of how you’ve translated complex data into actionable insights that drove business growth.
✨Engage with Senior Stakeholders
Since this role involves working closely with senior stakeholders, practice articulating your ideas clearly and confidently. Think of scenarios where you’ve successfully communicated complex concepts to C-level executives.
✨Be Ready for Collaborative Scenarios
Expect to discuss your experience in collaborative environments. Prepare examples of how you’ve worked with cross-functional teams to deliver successful CX projects, highlighting your ability to facilitate workshops and capture essential processes.
