Senior Consultant / Associate Manager Customer Experience

Company Description

Sia Partners is a next-generation management consulting firm and a pioneer of Consulting 4.0. We offer a unique blend of AI and design capabilities, augmenting traditional consulting to deliver superior value across more than 30 sectors and services.

Sia Partners mission is to craft state-of-the-art narratives for transformation and innovation and to deploy these at scale. Our goal is to drive transformations that generate a positive impact. With a global presence of 51 offices worldwide and leveraging the expertise of 3,000 consultants in 20 countries, we optimize client projects globally. Through our Consulting for Good approach, we strive for next-level impact by developing innovative CSR solutions for our clients, making sustainability a lever for profitable transformation.

In the Middle East, we provide expert Consulting services in Strategy/Innovation and Business Transformation, across a broad spectrum of high-stakes strategic topics for our clients with a distinguished history of achievements and expertise. Propelled by our Partners and international teams, we are proud to play a crucial role in advancing visions in both the public and private sectors. In addition to these services, through the Sia Institute, we offer comprehensive training programs and workshops, meticulously tailored to meet the regional needs.

Along with a multinational team, the Partners leading the Middle East offices have a long record of accomplishments and expertise; and play an active role in the realization of the region vision in both Public and Private sectors.

Why join the Sia Village

Excellence | Entrepreneurship | Innovation | Teamwork | Care & Support | Employee Wellbeing

These are the six core values that guide all our actions. As an expression of our values, our Sia Village concept describes our commitment to fostering a sense of community within and among our offices. We believe that knowledge sharing is the key, not only to innovation, but to the growth and development of our people.

Job Description

We are seeking a dynamic and results-driven Senior Consultant or Associate Manager to join our Customer Experience team in the UAE. The ideal candidate will have a strong background in consulting or agency environments, with deep expertise in designing and implementing strategies that enhance customer experience across multiple touchpoints. This role involves working closely with clients to define and execute customer strategies that align with their business objectives, utilizing a data-driven approach to deliver actionable insights and measurable results.

Key Responsibilities:

• Design innovative Customer Experience Strategies that enhance customer satisfaction and loyalty.
• Lead Service Design projects to improve customer interactions and service delivery across various channels.
• Formulate and implement Customer Strategy & Experience initiatives that align with clients business goals.
• Oversee CRM Strategy & Implementation efforts, ensuring effective use of technology to support customer management processes.
• Design and optimize Marketing, Sales, and Service Operating Models to enhance operational efficiency and customer experience.
• Conduct Market Research and Competitor Analysis to provide clients with strategic insights into market trends and competitive positioning.
• Utilize Voice of Customer data to inform customer experience strategies and improve touchpoints.
• Map and define Customer Journeys to identify opportunities for improving customer interactions and experiences.
• Collaborate with cross-functional teams to drive the successful delivery of customer experience initiatives.

Qualifications

• Senior Consultant: 3-5 years of experience in customer experience, marketing, or a related field, preferably within a consulting or agency environment. A Voice of Customer significant experience is preferred.
• Associate Manager: Over 6 years of experience in customer experience, marketing, or a related field, with proven leadership and project management skills, preferably within a consulting or agency environment.
• Strong knowledge and experience in Marketing and Sales Strategy, Customer Service Strategy, Service Design, Customer Strategy & Experience, CRM Strategy & Implementation, and Operating Model Design.
• Demonstrated ability to conduct Market Research, Competitor Analysis, and interpret Voice of Customer data.
• Excellent analytical skills with the ability to translate data into actionable insights.
• Exceptional communication and presentation skills, with the ability to engage and influence senior stakeholders.
• Proactive, self-motivated, and adaptable to a fast-paced and dynamic environment.
• Bachelor's degree in Business, Marketing, or a related field; an advanced degree (MBA or equivalent) is a plus.
• Business proficiency in Arabic and English is a must

Additional Information

Joining Sia Partners means integrating into a globally recognized firm that fosters personal growth through our unique Sia Village concept, which promotes a community-driven culture reinforced by values of Excellence, Entrepreneurship, Innovation, Teamwork, Care & Support, and Employee Wellbeing, ensuring a fulfilling career path.

What a career at Sia Partners offer you

• Competitive compensation: an competitive salary and benefits package, benchmarked against the market to ensure the most competitive offers.
• Entrepreneurial spirit: Join us on an entrepreneurial journey that not only fosters innovation but also empowers you to drive your own success. Dive into a culture where your ideas shape the future.
• Tailored career advocacy program: Receive dedicated support designed to help you achieve your professional aspirations. Our program pairs you with mentors who provide actionable feedback, ensuring continuous progress and success in your career path.
• Continuous growth: Engage with ongoing opportunities for learning and development, particularly in new and emerging topics. Stay ahead of the curve by continually advancing your knowledge and skills.

Our Commitment to Diversity

Sia Partners is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs.

At Sia Partners, we believe in fostering a diverse, equitable and inclusive culture where our employees and partners are valued and thrive in a sense of belonging. We are committed to recruiting and developing a diverse network of employees and investing in their growth by providing unique opportunities for professional and cultural immersion. Our commitment toward inclusion motivates dynamic collaboration with our clients, building trust by creating an inclusive environment of curiosity and learning which affects lasting impact.

We are guided by the pursuit of understanding and take pride in being able to provide meaningful solutions to our clients unique challenges. We bring our whole selves to work and strive to listen, observe, understand and be understood.

To learn more about our mission, values, and business sectors, please visit our website

Sia Partners is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs.