Management Consultant - Customer Experience

We are looking for candidates who can help continue the growth and success of PEN. Successful candidates can expect to be directly involved in:

Managing projects and programmes; reporting to senior clients across multiple sectors; supporting the delivery of new sales opportunities in collaboration with other members of the team; Developing service propositions, and growing and developing PEN as a whole across areas that interest them, be that recruitment, operations, our corporate social responsibility or other areas

PEN was founded in 2012 with the objective of creating a substantially different consultancy that really puts clients and employees at the center of everything it does – and it shows.

In the customer experience team, we see it as our purpose to help more companies serve their customers better. We work across multiple industries including Retail, Gaming, Banking, Pensions to name a few. We use our proven tools and methods to help our clients on their journey to become more customer-centric.

PEN is a specialist consultancy that helps our clients in regulated industries – financial services & life sciences – transform to better serve their customers. Our deep experience from the two sectors, and the parallels and learnings that can be brought across, offer our clients a unique proposition.

The business, which started in financial services, has grown +20% year on year, has more than 40 full-time employees, +200 trusted associates, and repeat business from 9 out of every 10 clients. We are proud of what we have achieved at PEN so far and are looking for more talented individuals to join our team. 

This an exciting role in a growing team where you will be working closely with clients to help them transform their businesses with:

  • Customer-focused business strategy
  • Customer-focused leadership and culture
  • Customer Experience Management
  • Customer-focused operating models

Your time will be spent on:

  • Project Delivery – deliver projects and programmes, reporting to executive-level clients, working independently in client team or as part of a bigger PEN team, depending on the engagement
  • Client Service – continually surpassing expectations of our customers; understanding their problems and proactively engaging with them to deliver the right outcome
  • PEN Development – contribute to the management and development of PEN, both in day-to-day operations and longer-term strategy
  • Market knowledge and development – share and bring to bear personal experience and knowledge in support of the development of service propositions and project delivery
  • Business Development – supporting the sales process in collaboration with other members of the team

You feel comfortable delivering great consultancy in a time-pressured environment, liaising with senior client stakeholders, and have:

  • Customer experience market knowledge and understands key trends shaping CX
  • Core consultancy competencies, such as problem-solving, structured thinking, change management, business case development, facilitation, stakeholder and people management
  • The ability to work independently with little direction and adapt to unexpected or changing situations
  • Passion, ambition and a positive, can-do attitude that brings energy into the room

What we expect from you:

  • Provide consultancy/subject matter expertise in Customer Experience Management to a wide variety of internal stakeholders
  • Work as a customer experience specialist, in a leadership role or as a senior/ experienced consultant
  • Develop a customer strategy and brand/value proposition
  • Set up governance frameworks with clear accountability and organisational design
  • Design and implement a CX framework
  • Generate customer insight, and design and implement effective customer feedback loops and voice of the customer programmes
  • Understand marketing techniques and approaches to achieve commercials
  • Deliver operational transformation, including customer-centric process improvement
  • Deliver an integrated and multi-channel customer experience and introduce changes that contribute positively to the overall journey as well as the bottom line
  • Experience in delivering customer journey mapping and CX design
  • Experience of delivering cultural change through training and development
  • Use CX maturity models to assess an organisation’s readiness for change

We look for the following skills:

  • At least 4 years’ relevant working experience
  • A strong team player
  • Confident, personable character with a collaborative working style
  • Ability to manage and lead teams and projects
  • Excellent at rapidly building strong relationships with a diverse stakeholder base
  • Strong influencing and presentation/communication skills
  • Good facilitation skills
  • Ability to challenge key business decision-makers and the ability to give and receive feedback
  • Credibility, professionalism and strong personal integrity
  • High energy and drive

Since PEN started in 2012, and even though we have grown quite a bit over the last few years, we have nurtured a strong culture to go with our ambition to help our clients become more customer-focused. We believe that in order to be customer-focused, we need to first be employee-focused.

People who work at PEN say our culture stands out from other places they’ve worked. Many say it feels very much like home, and words like ‘Supported’, ‘Open’, ‘Fun’, ‘No Hierarchy’, ‘Committed’ are often mentioned in our internal engagement reviews.

And it shows. All the people that have joined PEN over the years are still here – nobody has left to work elsewhere.

Here are a few examples of how we walk the talk:

  • We believe work should be fun. We do work we like, with people we like. And we developed four fun-factors that helps guide what this means (ask us about this!)
  • Family is important. Work/life balance is an actual thing here
  • Health is also important and to help along the way we offer life and medical insurance for you and your family
  • Rest and relaxation. Consulting can be hard work and we want you to get the rest you deserve, so we offer 6 weeks paid annual leave
  • Opportunities and giving back. We have venture investments where it is possible to get involved, as well as the PEN trust which uses 2% of our profits to help our community and people who need it

  • Basic salary of up to £70k (depending on experience) – options available around structure of remuneration

  • Annual bonus relating to personal and company performance – (annual bonus target is c.20% of basic salary)
  • Membership of the PEN Partnership Pension Scheme, including employer contributions
  • Life assurance of 4 x salary
  • Private medical insurance (including dependents)
  • Participation in the PEN employee ownership scheme (EOS)
  • 6 weeks annual leave
  • CCXP training, coaching and support in achieving certification
  • Direct input and influence over the strategic growth of the company

Application form

Provide a summary of relevant experience to date, the areas you are passionate about and how you would like your career to develop.