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Head of Customer eXperience Digital Consulting Italy

Job description

Our Client is a leading innovative global service provider in Customer Interaction and Process Management operating cross markets sectors with a presence across 4 continents and 22 countries.

Services offered are: Business Transformation, Customer Experience Design  Customer Interaction Management, Process Improvement, Digital Innovation, Design Thinking Workshops, Technology Implementation (RPA, CRM, ERP, ecc.), Management Consulting, PMO & Governance.

On its behalf, we are looking for the Head of CX Digital Consulting Italy


The aim of the position will be to develop Customer eXperience Digital Consulting offering in Italy. 

Key Responsibilities:

  • Develop new client relationships while nurturing existing ones

  • Hold overall accountabilities for the Italian market of business and customer experience consulting practice

  • Offer exceptional services to clients, such as combining strategy, design thinking, and cutting-edge technologies, including robotics, artificial intelligence, and voice virtual assistant

  • Co-ordinate with clients from diverse industries, such as banking, insurance, beauty/cosmetics, energy, and healthcare

  • Manage Digital - CRM projects with proven leadership skills and expertise

  • Build Digital Italy’s marketing tools

  • Help clients to design their marketing approach in terms of processes and Customer Strategy

  • Identify customer requirements and key buying factors

  • Lead the project execution process by a regular reporting review and being a reference point for the client

  • Work closely with the Italian Commercial team (BPO), some understanding of customer care process is a clear plus

Working Relationships:

The role is part of Digital Division Executive Committee, reporting to the Head of Digital Division, dotted line to CEO Italy/Group and to BPO Commercial Director. 

Qualifications & professional background:

  • Business school or engineer graduate

  • Experience in consulting in Customer Experience - CRM and Marketing project with a strong sales attitude

  • Deep knowledge of Marketing and CRM processes with proven expertise in design and redesign Customer Strategy

  • A strong customer presence and ability to deliver technology solutions to solve customer problems is critical

  • Italian native, English fluent

  • French would be a plus

Personal Skills:

  • Relationship-building skills and strong leadership

  • Entrepreneurship, business acumen and ability to identify profitable commercial opportunities

  • Excellent communication and interpersonal skills as well as an ability to influence and deliver

  • Strong written and oral communication skills and be comfortable working with diverse teams

Working place: Milan





Employment Type



Senior Level

Job Function

Head of CX Digital Consulting Italy