About

The Associate Director - Front Office / Customer Transformation will lead and deliver customer-focused transformation projects within the professional services sector. This role is based in London and requires a strategic mindset and expertise in consultancy, strategy, and change management. Client Details Big 4 strategy consulting team focused on Financial Services transformation of customer experience and CRM. Description Lead customer transformation projects, ensuring alignment with strategic objectives.Develop and implement strategies to improve customer experience and business outcomes.Collaborate with cross-functional teams to deliver tailored solutions for clients.Analyse data and insights to identify opportunities for transformation and growth.Manage client relationships, ensuring expectations are met and exceeded.Provide thought leadership within the professional services industry.Support business development initiatives by identifying new opportunities.Mentor and guide junior team members within the consultancy team.Lead complex customer transformation programmes across front-office functions (sales, service, marketing)Design and implement future-state operating models, channel strategies, and customer experience roadmapsPartner with clients to develop scalable MVPs, AI service solutions, and customer data strategiesAct as the senior day-to-day client contact on large engagements, building long-term trusted relationshipsTake ownership of project planning, governance, and risk management across multi-workstream programmesDevelop business cases, define KPIs, and lead benefits tracking to drive ROI for clientsContribute to go-to-market propositions, alliance development, and industry-specific service offeringsSupport business development by shaping proposals, pitc