- Company Name
- Bond Brand Loyalty
- Job Title
- Customer & Employee Experience Consultant
- Job Description
-
**Job title**
Customer & Employee Experience Consultant
**Role Summary**
Deliver end‑to‑end customer and employee experience transformation for automotive retail partners. Lead coaching, facilitation, and consulting engagements that align people, processes, and technology to achieve measurable satisfaction and loyalty outcomes. Operate as a trusted advisor across executive, middle‑management, and desk‑less teams, driving culture change and operational excellence.
**Expectations**
- 10+ years of experience in CX / EX, leadership, coaching, consulting, or training.
- Proven track record of leading complex, human‑centric transformations involving people, processes, and technology.
- Ability to operate independently, manage own schedule, prioritize tasks, and meet deadlines in a fast‑moving, high‑travel environment.
- Contractual, multi‑month engagements (independent consultant).
- Valid Canadian driver’s licence and willingness to maintain business liability insurance.
**Key Responsibilities**
- Partner with automotive retailers nationwide to assess current CX/EX maturity and define transformation roadmaps.
- Design and facilitate workshops, coaching sessions, and executive briefings that build consensus and inspire change.
- Empower leaders and frontline teams with tools, behaviors, and insights to elevate the customer journey and employee satisfaction.
- Use data to diagnose problems, illustrate insights, and drive action plans.
- Coordinate with cross‑functional teams (marketing, operations, IT) to align technology and process solutions.
- Manage project deliverables, timelines, budgets, and client communication.
- Maintain professional relationships with key store contacts to ensure long‑term partnership and impact.
**Required Skills**
- Leadership, coaching, facilitation, and change‑management expertise.
- Strong analytical and data‑presentation skills.
- Advanced proficiency in Microsoft Word, Excel, PowerPoint, Zoom, Salesforce, and digital collaboration tools.
- Exceptional written and verbal communication, active listening, and emotional intelligence.
- Ability to engage diverse audiences (executive leaders, desk‑less workers, multidisciplinary teams).
- Self‑direction, time‑management, and problem‑solving under minimal supervision.
**Required Education & Certifications**
- Bachelor’s degree or equivalent in Business, Management, Finance, or related field.
- Professional coaching or consulting certifications preferred (e.g., ICF, CTDP, EQA).
- Industry certifications or experience in automotive, retail, or hospitality sectors is an advantage.