Senior Business Transformation Consultant - Customer Transformation CoC

About the role

IBM Consulting is hiring a Senior Business Transformation Consultant for its Customer Transformation Center of Competence. You will lead strategic initiatives that help organizations improve customer engagement, drive revenue and optimize commercial operations in the digital age, partnering with business and technology leaders to align sales, marketing, commerce and service functions.

Key responsibilities

• Lead transformation initiatives that grow business, improve customer engagement and optimize commercial operations, using digital commerce, business acumen and change management.
• Conduct maturity assessments of current-state processes, identify growth opportunities and design future-state operating models integrating digital sales channels, omnichannel commerce and customer-centric engagement.
• Define and implement transformation roadmaps for modern platforms such as CRM, CPQ, eCommerce, OMS and customer data platforms (CDPs).
• Facilitate cross-functional alignment, stakeholder engagement and agile delivery of transformation initiatives.
• Enable adoption of strategies and solutions so they integrate successfully and deliver ROI.

Required profile

• Master's degree preferred.
• 8+ years of experience in customer, front-office or process transformation consulting.
• Participation in at least three customer transformation programs.
• Experience leading initiatives that transform sales, marketing and commerce functions, with strong stakeholder engagement, communication and presentation skills.
• Experience in global, multi-disciplinary environments.

Required skills

• Front-office digital transformation: CRM, Sales, Service, Marketing and Commerce.
• Implementation of CRM, CPQ, eCommerce, OMS and CDPs.
• Preferred: familiarity with AI, automation, emerging CRM, Martech and Commerce technologies; process redesign, optimization and reinvention methodologies; design thinking or agile transformation frameworks.
• Preferred industry experience in retail, CPG, manufacturing, industrial products, financial services, communications, healthcare and/or life sciences.