Consultant Gig #1000–Australia, Melbourne Preferred–Senior Customer Consultant–Senior Job Manager to Principal/Partner Level
Internal Consulting Group Consultant Gig #1000–Australia, Melbourne Preferred–Senior Customer Consultant–Senior Job Manager to Principal/Partner Level
Description
A new ICG client is looking for a seasoned customer strategy / experience consultant to help bring their (organically evolved and product-siloed) customer experience and operating model to best practice. The work aims to enhance experience, streamline processes, maximize cross-sell opportunities and deepen customer relationships, while empowering teams to deliver expert, personalised service.
Project Objectives
1. Unify Customer Service Strategy
○ Align four divisions under a cohesive framework, while retaining each
one’s deep subject matter expertise.
2. Enhance Cross-Functional Collaboration
○ Break down siloed workflows through integrated processes and
technology solutions.
3. Improve Customer Experience & Satisfaction
○ Deliver consistently high service standards and proactive support at every
touchpoint.
4. Establish Performance & Accountability
○ Set robust KPIs, SLAs, and reporting mechanisms to track, manage, and
optimise service outcomes.
Project Scope
1. Top-Down Best-Practice Framework
○ Identify overarching principles and standards to guide a unified service
model.
2. Bottom-Up Operational Blueprint
○ Detail how each division can adapt to new workflows, organisational
structures, and technology requirements.
○ Provide SOPs and escalation pathways suited for each vertical.
3. Technology & Tools
○ Evaluate current systems (CRM, ticketing, etc.) and recommend
future-state enhancements or integrations for better visibility and
efficiency.
4. KPIs, SLAs & Reporting
○ Define metrics that align with each tier of service and product line.
○ Develop dashboard templates and governance structures for continuous
performance monitoring.
5. Structured Final Report
○ Consolidate all findings, frameworks, and a high-level implementation
roadmap (for the in-house project lead to execute).
Deliverables
1. Discovery Analysis & Gap Assessment
○ Map out existing customer service operations, identifying siloed processes
and missed opportunities.
2. Top-Down & Bottom-Up Recommendations
○ A best-practice framework with specific guidance on team structures,
reporting lines, technology stack, processes, KPIs, and SLAs.
3. Performance Measurement Model
○ Proposed metrics (e.g., first-contact resolution, NPS, CSAT) and reporting
cadence to drive ongoing improvement.
4. Structured Final Report & Presentation
○ Comprehensive documentation of all recommendations.
○ Executive-level presentation ensuring clear understanding and alignment
across leadership.
Skills and experience required
- Deep experience with customer strategy/operations, digitisation, and migrating from vertical to horizontal models
- Ability to quickly diagnose and assess the current state customer operations and recommend improvements to best practice
- Program transition plan development
- Influencing people, engaging with teams to receive required inputs data from colleagues
- Self-starter, problem solver – someone who will team well and be productive quickly and both get the outputs delivered on time but also show initiative in asking probing questions.
- High level communication and power-point skills
Start date: ASAP, up to full time Duration: 2+ months initial phase with ability to extend to up to 12 months
Rate: Please indicate your net daily rate required for this assignment. We envisage this seniority and tenure will justify $1,600-$2,500 per day + GST. Note if you do not have a PTY Ltd we will be forced to subtract superannuation and workers compensation insurance fees.
Process: Shortlisted candidates will be asked to prepare and submit a short ICG branded proposal using the following structure:
1. Proposed Approach & Timeline: Methodology for discovery, design, and reporting,
including on-site engagement plans for Melbourne (and potentially Sydney).
2. Project Team: Profiles of key personnel, highlighting relevant experience in
Australian or analogous markets. The client has a strong preference for a single senior resource.
3. Fee Structure: Fully itemised breakdown, including day rates, travel, and any
additional expenses.
4. References & Case Studies: Demonstrations of similar work or testimonials from
previous Australian or international clients.
Application Close date: No later than Monday 17th, March 5 pm (AEDT)
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- APT’s must be lodged within 48 hours. We will review all APT's and select the best 3 for the client. The client will then conduct interviews.
- Please note that the net rate quoted is an ICG Affiliate rates available for
- ICG Members only. Any previously agreed and documented rates for candidates introduced to ICG via approved 3rd parties will be honoured.