Front Office Strategy Consulting - Service & Support Experienced Associate
The Front Office Strategy Consulting - Service & Support Experienced Associate at Confidential Client engages with clients to enhance customer experience and drive business growth through customer-centric solutions. The role involves designing customer journey maps, analyzing client needs, and collaborating with teams to deliver quality consulting services while developing technical knowledge and professional skills. This position requires adaptability to diverse client challenges and a focus on continuous learning and ownership to create value and improve customer satisfaction and loyalty.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Customer Services.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
As an experienced Associate on the Front Office Strategy Consulting — Service & Support team, you will help Confidential Client design and deliver customer experience (CX) solutions that improve satisfaction, retention, and commercial outcomes. You’ll work with cross-functional consulting teams and client stakeholders to analyze needs, map journeys, recommend improvements, and support implementation.
- Analyze client needs and translate insights into customer-centric solutions
- Design customer journey maps and identify pain points and opportunities
- Support CX strategy, segmentation, and personalization initiatives
- Use customer data and KPIs to inform recommendations and measure impact
- Propose business-process improvements and support optimization efforts
- Collaborate with teammates, adapt to varied client scopes, and take ownership of deliverables
- Apply AI fluency and tools for insight generation and AI-human collaboration where applicable
Responsibilities
- Collect and synthesize information from multiple sources to identify patterns and root causes
- Create deliverables such as journey maps, process diagrams, KPI dashboards, and client presentations
- Support CRM and customer-data approaches to improve engagement and retention
- Contribute to commercial awareness by understanding how recommended changes affect business outcomes
- Assist with implementation planning and change-readiness activities
- Travel to client sites as required (see Travel Requirements below)
Qualifications (Minimum)
- Bachelor’s degree
- 1+ year of relevant experience in customer experience, consulting, analytics, CX design, or related roles
- Strong analytical skills and ability to distill complex information into clear recommendations
- Good written and verbal communication skills
- Comfortable working in client-facing teams and learning on the job
Preferred / Differentiators
- Degree or coursework in Computer Engineering, Information CyberSecurity, Computer & Information Science, Information Technology, Management Information Systems, or Computer Applications
- Experience with customer journey analysis, customer segmentation, and CX design
- Familiarity with CRM systems and customer data management techniques
- Experience implementing business process improvement methods
- Demonstrated ability to use AI tools or support AI-human collaboration to accelerate insights
Travel Requirements
- Up to 60% travel (may include client site visits and team meetings)
Compensation & Benefits
- Salary range: $63,000 - $140,000 (actual pay dependent on skills, experience, qualifications, location, and applicable employment laws)
- Eligible for annual discretionary bonus
- Our client offers typical benefits including medical, dental, vision, retirement (401k), paid time off, and other benefits — specific benefits may vary by location and role.
Location
- Boston, MA (role will operate in and around the Boston area; travel as stated above)
Legal & Hiring Notes
Careertakes and Confidential Client are committed to fair hiring practices and compliance with applicable state and federal employment laws. Candidates requiring visa sponsorship should note the employer’s sponsorship policies may vary by role and location. Reasonable accommodations are available for applicants with disabilities during the application and interview process.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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