Management Consultant - Customer Experience (CX)

This is an exciting role in a growing team where you will be working closely with clients to help them transform their businesses through CX activity including: defining CX strategies; designing the customer journeys; managing and measuring the customer experience; and improving employee experience.

PEN Partnership was set up in 2012 by a group of consultants who had worked together for 20 years and were determined to create a substantially different offering for clients and employees. We need people who understand what we are building, see the potential and want to work hard to share in our future. We think we offer an exciting and positive environment in which to do this. This is what we’d expect successful candidates to do in this role:

  • Market Knowledge and Development- Share and bring to bear personal experience of working in Customer Experience, preferably in a Financial Services environment
  • Project Delivery- Play a leading role in the delivery of projects and programmes, reporting to executive-level clients, (the CEO, COO, CIO) of leading institutions. Work with PEN Partners and alone at clients depending on the engagement
  • Business Development- Support our Customer Experience propositions in collaboration with other members of the team
  • Client Service- Exceed the expectations of our clients; being empathetic to the needs of our clients and building our understanding of them and their businesses; understanding their problems and proactively engaging with them to deliver the right and sustainable outcome
  • PEN Development- Contribute to the management and development of PEN, both in day-to-day operations and longer-term strategy

The candidate will have 3-5 years’ experience of working in Customer Experience environment, preferably with some experience within the Financial Services sector. During this time, they will have either been directly engaged as a consultant or in project roles within an industry setting, where consulting skills have been required.

Market and Industry Knowledge- It is essential that candidates have in-depth knowledge of the key customer experience trends, frameworks, processes, and tools. Successful candidates will have experience in some or all of the below:

  • Providing consultancy/subject matter expertise in Customer Experience Management to a wide variety of internal stakeholders
  • Working as a customer experience specialist, in a leadership role or as a senior/ experienced consultant
  • Developing a customer strategy and brand/value proposition
  • Setting up governance frameworks with clear accountability and organisational design
  • Designing and implementing a CX framework
  • Generating customer insight, and designing and implementing effective customer feedback loops and voice of the customer programmes
  • Delivering operational transformation, including customer-centric process improvement
  • Delivering an integrated and multi-channel customer experience and introduce changes that contribute positively to the overall journey as well as the bottom line
  • Delivering customer journey mapping and CX design
  • Delivering cultural change through training and development
  • Using CX maturity models to assess an organisation’s readiness for change
  • Designing and delivering digital CX offerings and capabilities

Consulting competencies- Successful candidates will be able to demonstrate:

  • Leadership- The unique ability to join a project and understand, work with, motivate, challenge and empathise with a group of (initially) unknown colleagues on a project, leading all to a successful outcome
  • Professionalism- Display initiative / enthusiasm in achievement of programme objectives, overcoming or coping with problems, ability to act with integrity no matter how awkward or challenging the issue
  • Core consulting skills- Including problem-solving, structured thinking, change management, business case development, facilitation, stakeholder and people management
  • Communication- Able to present a clear and convincing message to client/PEN team at the appropriate time with the ability to hold attention of the audience by gauging reactions, demonstrating strong interpersonal skills
  • Adaptability- Able to manage the unexpected in a consistent and level-headed manner dealing with different types of behaviour at stressful times, also able to create clarity out of uncertain situations
  • Project delivery- Able to lead drafting of key project documentation. Able to Plan and organise work for others, manage upwards and deliver on agreed objectives, ensuring at all times that the client’s expectations are being met, and value-for-money is demonstrated

What sort of people are PEN people?

  • People who are passionate about delivering great service to clients, who can offer the right mix of support and challenge throughout the lifecycle of complex projects
  • Professionals who operate with absolute honesty, make realistic promises and are assured in the choices they make
  • Consultants who quickly gain the trust of PEN colleagues and project teams and can empathise with those working on the shop floor of client organisations
  • Self-starters who can operate autonomously at clients and outside of the ‘mothership’ consulting organisation
  • People who will understand what PEN is about, want to share in it, and want to put in additional effort to help us grow
  • Confident team players who are ready to engage and make a difference
  • Those passionate about enjoying life as much as they enjoy work
  • Highly competitive basic salary (negotiable depending on experience)
  • 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

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 both sectors, and parallel learnings brought across, offer our clients a unique proposition. The business has grown +20% each year, has +50 full-time employees, +200 trusted associates, and repeat business from 9/10 clients. Since PEN started, despite our growth, we have nurtured a strong culture to go with our ambition to help our clients become more digital, data-driven and customer-focused. People who work at PEN say our culture stands out from previous employers. Many say it feels like home, and words like ‘Supported’, ‘Open’, ‘Fun’, ‘Empowered’, ‘No Hierarchy’, ‘Committed’ are often shared by PEN people. And it's official. We ranked 2nd in the UK’s Best Small Workplaces with Great Places to Work; received the Excellence in Wellbeing Award 2 years in a row, and this year won the Best Workplace for Wellbeing in our category. Here are some ways we walk the talk:

  • We only take work on where we believe we can create a quality impactful outcome
  • We have Ethical, Social and Environmental considerations front of mind in everything that we do
  • We empower everyone to be straight-forward, honest and to take difficult decisions when it is right to do so
  • We put the wellbeing of our people at the heart of our decisions, nurturing our culture to be inclusive, supportive, and fun
  • We prioritise innovation and invest in our specialist propositions, people and capabilities to be truly market leading
  • We value excellence. Everyone is equally empowered to shape the future of the business and entrepreneurialism is expected
  • We believe your health is important, and we help along the way with a true work/life balance, 6 weeks paid annual leave and life and medical insurance for you and your family
  • We care about giving back and do so through venture investments and the PEN Trust - which uses 1% of our revenue to help those who need it
  • We are champions of hybrid working. Our team is often separated geographically due to client work, but help is always an e-mail, phone call or WhatsApp away and monthly whole-company meetings provide time to think about PEN and see colleagues
  • We don’t have the commercial constraints of a large professional services operation and can be flexible to clients’ budgets, always offering an attractive commercial proposition
  • We believe that money isn’t everything. Our goal is to maintain a growing, energetic company that provides loads more than just a salary to our people

Please send your CV and a brief description of your relevant experience for this role to:

Thank you and good luck!

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