(Senior) Lead CX Consultant (m/f/d)

(Senior) Lead CX Consultant (m/f/d) Location: UK (London) | Full-time WHO WE ARE We help businesses succeed in a fast-changing digital landscape by transforming end-to-end customer experiences to drive growth and engagement. Our approach is customer-centric: technology alone isn’t enough – it’s how you use it. With deep retail expertise, we support companies in achieving their digital best. We specialise in composable commerce across the full customer journey – from loyalty and data insights to marketplaces, multichannel retail and digital marketing. As a premium partner of SAP, Salesforce and Shopify, and with in-house expertise across partners like Mirakl, Akeneo, Emarsys, Algolia, Bloomreach, Amplience and Xiatech, we deliver value quickly. Successful CX platforms require a clear vision, roadmap and execution capability – we bring all three and act as your partner for success. WHAT YOU’LL DO Lead CX consulting engagements (B2C & B2B), including diagnostics, programme shaping and discovery & design. Drive platform-agnostic CX strategy across key areas: Commerce, CDP/Customer Data, Marketing Automation, Loyalty, and Order & fulfilment. Define target architectures, business cases, dependencies and transformation roadmaps before platform selection. Lead detailed discovery & design phases with Solution Architects, defining requirements, customer journeys (CX/UX), architectures and delivery setup. Facilitate client workshops to capture processes, journeys, capabilities and architectures. Identify gaps, constraints, dependencies and opportunities across business, data and systems. Translate complexity into clear, value-driven CX roadmaps. Provide senior advisory support in pre-sales and early delivery phases. Create key deliverables (e.g. CX diagnostics, capability models, architectures, BRDs, risk assessments). Collaborate with architects, delivery and account teams to ensure end-to-end continuity. Identify follow-on opportunities as client needs evolve. WHAT YOU NEED 5+ years in CX consulting, business analysis or transformation. Experience in B2C and B2B environments with complex customer journeys. Strong experience in CX diagnostics, programme shaping and discovery/design. Excellent communication skills and confidence with senior stakeholders (Manager–C-level). Ability to quickly understand business models, needs, tech landscapes and data flows. Strong analytical and structuring skills. Experience with process mapping, customer journeys, requirements documentation, capability models and high-level architectures. Comfortable working independently in senior teams. Collaborative, personable team player. HIGHLY DESIRABLE We’re particularly interested in candidates who bring new depth to the team in one or more of the following areas (ranked in descending order with most desirable first): AI-driven CX solutions (especially in Google ecosystems) B2B digital experience (eCommerce, portals, pricing complexity) CDP / Single Customer View Marketing Automation Loyalty & retention Sales/Service CX (CRM, contact centres) Basic ERP/WMS/fulfilment exposure WHY KPS Flexible working environment Competitive rate 25 days annual leave with an extra day to do something extra special - volunteer/ charity etc. Bright and bubbly office in Wimbledon Private healthcare Maternity/ Paternity/ Parental Leave Flu jabs and eye tests Pension We are an Equal Opportunity Employer and encourage applications from candidates of all backgrounds, identities, and abilities. We’re committed to making our hiring process as inclusive and accessible as possible. If you require any adjustments, at any stage of the application or interview process, please let us know. Department Customer Experience Locations KPS London Remote status Hybrid