Background

This FTC is to support the Customer Relationship domain, strengthening how we shape, deliver, and scale experiences across personalization, loyalty and rewards, and broader customer relationship touchpoints.
We are evolving from channel-led initiatives to a connected, end‑to‑end service approach that links our longer-term business vision to customer experience outcomes and product roadmaps.

The team is multi-disciplinary—Product, Engineering, Data/Analytics, CRM/Loyalty, and Markets—and operates in a fast-moving context with many stakeholders and dependencies.

We need a strategic designer with strong service design capability to:

• Lead cross-functional alignment.
• Create compelling narratives and visual artifacts that connect business strategy to customer journeys and product vision.
• Help product owners translate that into actionable roadmaps.

The assignment spans discovery through to delivery support:

• Framing problems.
• Defining CX “north stars.”
• Mapping services and data flows.
• Prioritizing opportunities.
• Supporting in‑market pilots and scaling.

Travel: Occasional for key workshops, market immersions, and stakeholder alignment sessions. Most collaboration will be digital-first across time zones, with periodic on-site gatherings when it adds clear value.

Scope of Consultant Services

Assist in:

• Translating business vision into a coherent customer experience vision and connected product strategy for Customer Relationships (personalization, loyalty/rewards, membership, CDM touchpoints).
• Leading service design activities: current/future-state journey mapping, service blueprints, capability maps, and operating model implications (people, process, tech, data).
• Producing clear, visual narratives and artifacts (e.g., experience north stars, concept stories, storyboards, service maps).
• Connecting front-stage experiences to back-stage enablers: data strategy, CRM/CDP, marketing automation, decisioning, measurement, and analytics.
• Establishing decision frameworks: value hypotheses, opportunity sizing, prioritization, OKRs, test-and-learn plans, and metrics.
• Coaching product owners and teams to maintain the translation from strategy to backlog.
• Facilitating cross-functional and cross‑market workshops.
• Partnering on pilot design and scaling plans.
• Documenting principles, guardrails, and lightweight governance.

Travel: Expected to be occasional and planned (e.g., key workshops, market visits), not continuous. Please flag if higher travel capacity is required.

Requirements

Must-have

• Strategic design and service design expertise with proven ability to connect business vision → CX vision → product strategy and backlog.
• Deep experience in customer relationship domains: personalization, loyalty/rewards, Data lifecycle and retention, membership/value exchange, and omnichannel engagement.
• Strong systems thinking: linking journeys to services, processes, data flows, and technology capabilities.
• Data-informed design: understanding of first‑party data strategy, identity/consent, audience/decisioning, and measurement frameworks.
• Fluency collaborating with Product, Engineering, CRM/MarTech, and Market teams.
• Exceptional facilitation, storytelling, and visual communication skills.
• Experience shaping and measuring OKRs tied to customer relationship outcomes.
• Working knowledge of GDPR/consent implications.
• Strong stakeholder management and influence.

Nice-to-have

• Exposure to retail or membership-based models.
• Ability to produce lightweight prototypes.

Soft skills

• Empathetic, collaborative, and pragmatic.
• Clear communicator who simplifies complexity.
• Self-starter comfortable in a global environment.

Top 3 Priorities

1. Strategy-to-execution translation: Connect business vision to CX vision and product roadmap through clear narratives and visual artifacts.
2. Service design leadership in Customer Relationships: Depth in personalization, loyalty/rewards, and CRM journeys with strong systems thinking.
3. Stakeholder alignment and enablement: Exceptional facilitation and influence to align executives, product owners, engineering, data, and markets.