Senior Business Transformation Consultant - Customer & Commerce Center of Competence (CoC)

Job description

Introduction

IBM Consulting is seeking a Customer Transformation Business Consultant to join the Customer Transformation Center of Competence (CoC). Building on IBM’s own AI-led Customer Transformation, where, as Client Zero, IBM transformed its Sales, Marketing, Commerce & Service functions -- the CoC helps clients reimagine their front office by:

• Inspiring clients with IBM’s own transformation story, outcomes, and lessons learned.
• Discovering and shaping opportunities using Client Zero insights, IBM Consulting frameworks, and data-driven, experience-led approaches.
• Co-creating solutions through domain-led garages to identify priority use cases and define transformation blueprints and roadmaps.
• Partnering with local teams to deliver scalable transformations using proven methods, accelerators, and delivery capabilities.

Your role and responsibilities

Your Role and Responsibilities

As a CoC Business Transformation Consultant, you will:

• Drive front-office transformation strategies and GTM aligned to business outcomes, industry trends, and measurable results.
• Develop strategies, design blueprints, roadmaps, and process reinvention recommendations to enable AI-transformation led customer and commerce transformations (across all front office domains)
• Facilitate workshops, stakeholder engagement sessions, and change adoption activities.
• Collaborate with global and cross-functional offering, GTM and delivery teams to ensure effective execution, capability building, and sustainable change. Required technical and professional expertise
• 8+ years of experience in customer, front-office, or process transformation consulting
• Participation in at least three customer transformation programs.
• Strong understanding of front-office digital transformation, including CRM, Sales, Service, Marketing, and Commerce.
• Excellent stakeholder engagement, communication, and presentation skills.
• Experience working in global, multi-disciplinary environments. Preferred technical and professional experience
• Familiarity with AI, automation, emerging CRM, Martech, and Commerce technologies.
• Understanding of process redesign, optimization, and reinvention methodologies.
• Experience leveraging design thinking or agile transformation frameworks.
• Industry experience within, or across retail, CPG, manufacturing, Industrial products, financial services, communications, healthcare, and/or life sciences IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.