Job Description
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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.
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nRolen
nWorking for and reporting directly to the Chief Customer Officer in a Head of Customer
Strategy/Transformation
like role that is embedded in the team organisationn
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Project Objectives
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1. Unify Customer Service Strategy
n â—‹ Align four divisions under a cohesive framework, while retaining each
n one's deep subject matter expertise.
n 2. Enhance Cross-Functional Collaboration
n â—‹ Break down siloed workflows through integrated processes and
n technology solutions.
n 3. Improve Customer Experience & Satisfaction
n â—‹ Deliver consistently high service standards and proactive support at every
n touchpoint.
n 4. Establish Performance & Accountability
n â—‹ Set robust KPIs, SLAs, and reporting mechanisms to track, manage, and
n optimise service outcomes.
Project Scope
n 1. Top-Down Best-Practice Framework
n â—‹ Identify overarching principles and standards to guide a unified service
n model.
n 2. Bottom-Up Operational Blueprint
n â—‹ Detail how each division can adapt to current workflows, organisational
n structures, and technology requirements.
n â—‹ Provide SOPs and escalation pathways suited for each vertical.
n 3. Technology & Tools
n â—‹ Evaluate current systems (CRM, ticketing, etc.) and recommend
n future-state enhancements or integrations for better visibility and
n efficiency.
n 4. KPIs, SLAs & Reporting
n â—‹ Define metrics that align with each tier of service and product line.
n â—‹ Develop dashboard templates and governance structures for continuous
n performance monitoring.
n 5.



Structured Final Report
n â—‹ Consolidate all findings, frameworks, and a high-level implementation
n roadmap (for the in-house project lead to execute).
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Deliverables
n 1. Discovery Analysis & Gap Assessment
n â—‹ Map out existing customer service operations, identifying siloed processes
n and missed opportunities.
n 2. Top-Down & Bottom-Up Recommendations
n â—‹ A best-practice framework with specific guidance on team structures,
n reporting lines, technology stack, processes, KPIs, and SLAs.
n 3. Performance Measurement Model
n â—‹ Proposed metrics (e.g., first-contact resolution, NPS, CSAT) and reporting
n cadence to drive ongoing improvement.
n 4. Structured Final Report & Presentation
n â—‹ Comprehensive documentation of all recommendations.
n â—‹ Executive-level presentation ensuring clear understanding and alignment
n across leadership.
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Skills and experience required
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Deep experience with customer
strategy/operations,
digitisation, and migrating from vertical to horizontal models
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Ability to quickly diagnose and assess the current state customer operations and recommend improvements to best practice
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Program transition plan development
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Influencing people, engaging with teams to receive required inputs data from colleagues
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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.
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High level communication and power-point skills
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nLogisticsn
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Start date:
ASAP, up to full time




Duration:
2+ months initial phase with ability to extend to up to 12 months
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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.n
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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.
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Process: Shortlisted candidates will be asked to prepare and submit a short ICG branded proposal using the following structure:
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1. Proposed Approach & Timeline: Methodology for discovery, design, and reporting,
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including on-site engagement plans for Melbourne (and potentially Sydney).
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2. Project Team: Profiles of key personnel, highlighting relevant experience in
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Australian or analogous markets. The client has a strong preference for a single senior resource.
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3. Fee Structure: Fully itemised breakdown, including day rates, travel, and any
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additional expenses.
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4. References & Case Studies: Demonstrations of similar work or testimonials from
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previous Australian or international clients.
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Application Close date: No later than Monday 17th, March 5 pm (AEDT)
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All Accredited Professional must become a Member of ICG if not already the case
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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
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- 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.
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📌 Consultant Gig #1000Âaustralia, Melbourne Preferredâsenior Customer Consultantâsenior Job Mana
🏢 Internal Consulting Group
📍 Melbourne