Customer Experience Consultant

At Bond, we are dedicated to helping global brands achieve customer-centric growth. We build customized loyalty marketing and human experience solutions for our clients, enabled by technology and data insights.

We are currently expanding our network of Customer Experience Coaches/Consultants throughout the USA to support upcoming opportunities. We are looking to create new relationships for current & future projects and are interested in getting to know you better while also introducing ourselves. This proactive approach allows us to connect with exceptional talent and ensure that we are ready to move quickly as new roles become available.

Thank you for considering a potential career with us at Bond; we look forward to reviewing your application and potentially working together in the near future.

Do these statements describe you?

• A Customer Experience Coach/Consultant/Trainer, looking to drive transformational culture change initiatives in the retail and hospitality industries.
• Currently operate your own practice and manage your schedule to complete assignments before or on time.
• 15+ years of leadership or business experience
• Can build authentic and trusted relationships with leadership, business principals and front-line personnel, motivating and inspiring them to achieve results.
• Has experience working on and navigating complex change initiatives, including technological innovation and advancements.
• Knows how to apply a coach approach to drive tangible and measurable change.
• Knows how to follow a prescribed training path while being agile in the moment to adapt as needed.
• Can independently schedule and deliver full-day virtual or in-person visits and provide detailed reports following each visit.
• Able to quickly recognize resistance and address effectively and diplomatically.
• Can attend virtual and in-person regional introduction, onboarding, training, and team meetings & events (as required).
• Comfortable with technology (Zoom, Salesforce) and proficient in Microsoft Word, Excel & PPT
• Able to work in the United States, and travel up to 17 days a month, in a contract position.
  
  
  

If each statement describes you, then this is your moment to seize a great opportunity to drive transformational in-dealership culture-changing initiatives in the customer experience industry. This role will have you partnering with multiple locations across the country to create industry-leading customer experiences using your knowledge of retail and/or hospitality industries while applying your coaching, facilitation, and consulting skills to drive change.

Key skills that will allow you to excel include:

• Approachability: a confident but warm demeanor that adapts well to one-on-one and group discussions to inspire change is key to achieving the goals of this role.
• Strong Business Acumen: understands customer experience fundamentals, knows the competition; is aware of how strategies and tactics work in the marketplace, can review and present data effectively to drive awareness and support action planning.
• Interpersonal Savvy: able to connect effectively with all levels of employees, from coaching executive leadership to training front lines; builds constructive and effective relationships; can diffuse even high-tension situations comfortably.
• Unflappable problem-solving professional: Appreciates that plans can change, strategies can shift, adapts quickly without breaking a sweat, and maintains focus and professionalism throughout
• Customer Focus: acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Integrity and Trust: is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth appropriately and helpfully; keeps confidences; admits mistakes.
• Managing Vision and Purpose: communicates a compelling and inspired vision or sense of core purpose; can inspire and motivate entire units or organizations.
• Understanding Others: understands why groups do what they do; knows how to motivate people; can predict what groups will do across different situations
• Strong Communicator: demonstrates ease in communicating and sharing information, understanding complex challenges, and then conveying them with clarity and impact
• Digital Communications: comfortable conducting virtual 1:1 and group coaching sessions and workshop facilitation
• Fundamental Computer Skills: is confident and capable of opening and updating excel spreadsheets to convey key data; can take an existing PPT presentation and make updates, add new slides and deliver it with impact
  
  
  

 

Education And Experience

• 15+ years of Customer Experience, Business Coaching, Training, and/or Consulting Experience
• Coaching or Training Accreditation- EQA, ICF Certified, or CTDP etc. would be an asset
• Automotive, Hospitality, and/or Retail background in a leadership role, would be an asset
• Strong business acumen
• Skilled in reviewing data and metrics to challenge progress and results
• Practiced in leading organizational change and coaching leaders
• Proficient in training frontline staff
• Experienced in customer satisfaction/customer engagement initiatives
• Must be self-motivated and able to work independently with minimal supervision from remote locations
  
  
  

Why join Bond? 

Bond is proudly recognized as a Great Place to Work and a Best Managed Company for the third year in a row. We’re 800(ish) people working tirelessly together to make the world a more loyal place. You’ll be joining a hyper-talented team with a galaxy of skill sets ranging from research to creative to digital and beyond. You’ll have an excellent opportunity to grow, learn and make an impact as we tackle some of our client’s biggest business challenges. 


 At Bond, we are proud to be a diverse organization and we are committed to building and fostering an environment where our people feel included, valued, and heard. We believe that a strong commitment to diversity and inclusion enables us to truly create equal opportunity and positive employment experiences for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities.

We are looking for independent contractors/freelancers for this role. Applicants must be able to work in the United States of America. No solicitation from Recruiters please.

If the information above sparks your interest, then we would like to hear from you.