Senior Public Sector Customer Transformation Lead

3 weken geleden

Utrecht, Utrecht, Nederland Idean Voltijd

About the Role

We are seeking a seasoned professional to lead our Customer Transformation practice in the Public Sector. As a Senior Public Sector Customer Transformation Lead, you will be responsible for driving the successful delivery of consulting engagements, digital projects, and launching & scaling prototypes/MvPs across multiple clients.

Key Responsibilities

  • Lead projects and client engagements in collaboration with clients, defining project management structure, streams, based on established business objectives and strategy.
  • Run projects from start-to-finish, driving blended teams of management consultants, experience designers, and technology experts to deliver according to plan, scope, quality, and time.
  • Guide and conduct customer/user research to identify what customers love, design, build, test, and scale prototypes and Minimal Lovable Products (MvPs).
  • Set strategy based on consumer/product insights, business vision, and stakeholder interests, providing recommendations to CxOs.
  • Work in an agile delivery setting, simplifying and bringing clarity to challenging situations, models, and issues to create structured actions.
  • Mentor and coach others to deliver quality results and promote others' professional development.

About You

We are looking for a highly experienced professional with a passion for creating better experiences for citizens and advising clients to make bolder choices that define the vision for the future. You should have expertise in bridging the gap between business & technology, solving citizen experience challenges within the customer lifecycle.

Requirements

  • 6+ years of experience in building better experiences through CX Strategy/execution, Design & Performance, Service Design, and/or nurturing lasting relationships through Marketing Strategy & Performance, Real-time Marketing Activation, Loyalty, and/or forming stronger teams through Organizational Design for Innovation, and/or mastering scalable operations through Commerce & Service Strategy/execution, Connected Marketing, and Customer Platforms.
  • Experience in managing the successful delivery of consulting engagements, digital projects, and/or launching & scaling prototypes/MvPs across multiple clients.
  • Demonstrates ability to provide coaching to junior team members and lead a team of consultants on a project.
  • Experience with an established management consulting firm and/or leading (digital) agency, with exposure to one or more of Consumer Products and Retail, Energy & Utilities, Financial Services, Manufacturing, or Public sectors.
  • Drives client proposals and RFP responses from initial brief to final presentations.
  • Strong core consulting skills, including meeting & workshop facilitation and management, PowerPoint skills, and a sharp eye for quality deliverables, in combination with the willingness to go the extra mile.
  • Aware of leading customer platforms (e.g., Figma, Adobe, Salesforce), understands how to make impact with different digital platforms, and takes this into consideration during the research phase of a project.
  • Experience in the application of methodologies such as Customer Journey Design, Business Model Canvas, Service Design, Agile, Scrum.
  • Masters degree required.
  • Willingness to travel to client locations (abroad).
  • Proficiency in Dutch and business-level ability in English.

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