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.RoleWorking for and reporting directly to the Chief Customer Officer in a Head of Customer Strategy/Transformation like role that is embedded in the team organisationProject Objectives1.
Unify Customer Service Strategy○ Align four divisions under a cohesive framework, while retaining eachone's deep subject matter expertise.2.
Enhance Cross-Functional Collaboration○ Break down siloed workflows through integrated processes andtechnology solutions.3.
Improve Customer Experience & Satisfaction○ Deliver consistently high service standards and proactive support at everytouchpoint.4.
Establish Performance & Accountability○ Set robust KPIs, SLAs, and reporting mechanisms to track, manage, andoptimise service outcomes.
Project Scope1.
Top-Down Best-Practice Framework○ Identify overarching principles and standards to guide a unified servicemodel.2.
Bottom-Up Operational Blueprint○ Detail how each division can adapt to new workflows, organisationalstructures, and technology requirements.
○ Provide SOPs and escalation pathways suited for each vertical.3.
Technology & Tools○ Evaluate current systems (CRM, ticketing, etc.) and recommendfuture-state enhancements or integrations for better visibility andefficiency.4.
KPIs, SLAs & Reporting○ Define metrics that align with each tier of service and product line.
○ Develop dashboard templates and governance structures for continuousperformance monitoring.5.
Structured Final Report○ Consolidate all findings,



frameworks, and a high-level implementationroadmap (for the in-house project lead to execute).
Deliverables1.
Discovery Analysis & Gap Assessment○ Map out existing customer service operations, identifying siloed processesand 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 reportingcadence to drive ongoing improvement.4.
Structured Final Report & Presentation○ Comprehensive documentation of all recommendations.
○ Executive-level presentation ensuring clear understanding and alignmentacross leadership.Skills and experience requiredDeep experience with customer strategy/operations, digitisation, and migrating from vertical to horizontal modelsAbility to quickly diagnose and assess the current state customer operations and recommend improvements to best practiceProgram transition plan developmentInfluencing people, engaging with teams to receive required inputs data from colleaguesSelf-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 skillsLogisticsStart date: ASAP, up to full time Duration:



2+ months initial phase with ability to extend to up to 12 monthsLocation: 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: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 inAustralian or analogous markets.
The client has a solid preference for a single senior resource.3.
Fee Structure: Fully itemised breakdown, including day rates, travel, and anyadditional expenses.4.
References & Case Studies: Demonstrations of similar work or testimonials fromprevious Australian or international clients.Application Close date: No later than Monday 17th, March 5 pm (AEDT)✧✧✧✧✧✧- All Accredited Professional 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 Mana
🏢 Internal Consulting Group
📍 Melbourne