Management Consultant - Big 4 - Financial Services

The Associate Director - 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.

Client Details

Big 4 stragey consulting team focused on Financial Services transformation of customer experience and CRM.

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

Profile

A successful Associate Director - Customer 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

Job Offer

• £80,000 - £100,000 base salary + bonus + Benefits
• 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!