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.

Role

Working for and reporting directly to the Chief Customer Officer in a Head of Customer Strategy/Transformation like role that is embedded in the team organisation

Project Objectives

- Unify Customer Service Strategy ○ Align four divisions under a cohesive framework, while retaining each one’s deep subject matter expertise.
- Enhance Cross-Functional Collaboration ○ Break down siloed workflows through integrated processes and technology solutions.
- Improve Customer Experience & Satisfaction ○ Deliver consistently high service standards and proactive support at every touchpoint.
- Establish Performance & Accountability ○ Set robust KPIs, SLAs, and reporting mechanisms to track, manage, and optimise service outcomes.

Project Scope

- Top-Down Best-Practice Framework ○ Identify overarching principles and standards to guide a unified service model.
- 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.

- Technology & Tools ○ Evaluate current systems (CRM, ticketing, etc.) and recommend future-state enhancements or integrations for better visibility and efficiency.
- 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.





- Structured Final Report ○ Consolidate all findings, frameworks, and a high-level implementation roadmap (for the in-house project lead to execute).

Deliverables

- Discovery Analysis & Gap Assessment ○ Map out existing customer service operations, identifying siloed processes and missed opportunities.
- Top-Down & Bottom-Up Recommendations ○ A best-practice framework with specific guidance on team structures,

reporting lines, technology stack, processes, KPIs, and SLAs.

- Performance Measurement Model ○ Proposed metrics (e.g., first-contact resolution, NPS, CSAT) and reporting cadence to drive ongoing improvement.
- 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

Logistics

Start date: ASAP, up to full time Duration:



2+ months initial phase with ability to extend to up to 12 months

Location: Can be based in either Sydney, Melbourne or Brisbane with requirement to travel to all 3 client offices and work a hybrid manner and as required by the project. There is a slight preference for Melbourne / requirement to spend more time there.

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:

- Proposed Approach & Timeline: Methodology for discovery, design, and reporting,

including on-site engagement plans for Melbourne (and potentially Sydney).

- 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.

- Fee Structure: Fully itemised breakdown, including day rates, travel, and any additional expenses.
- 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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- All Accredited Skilled must become a Member of ICG if not already the case

- 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.

📌 Consultant Gig #1000–Australia, Melbourne Preferred–Senior Customer Consultant–Senior Job Manager to Principal/Partner Level
🏢 Internal Consulting Group
📍 Melbourne