CX & Loyalty Consultant, Strategic Advisory

At Bond, we craft innovative solutions that forge stronger brand loyalty and build sustainable growth for our clients. We often do this by enabling and empowering the people who have the most direct impact on loyalty – employees. 
  
As a CX & Loyalty Consultant, Strategic Advisory, specializing in Customer Experience (CX), Employee Experience (EX), and Loyalty at Bond, you act as a strategic partner to clients, helping them design and implement initiatives that deepen connections between brands, their customers, and their employees. You leverage insights, data, and human-centered design to create experiences that inspire loyalty, boost engagement, and drive measurable business outcomes. This means collaborating closely with client leadership to assess current experiences, identify opportunities, and craft tailored strategies that align with brand values and objectives. Your role bridges the gap between customer expectations and employee capabilities, ensuring that both are empowered to deliver exceptional interactions that strengthen long-term relationships and foster sustainable growth.  

We are seeking a highly motivated and passionate individual to join our dynamic team based in our Madrid, Spain office.

Requirements

• Master’s degree in CX or Business Administration, Marketing, Organisational Psychology, Human Resource Management, Learning Design, or a related field.
• Business-level proficiency in English (spoken and written) is required; German language proficiency is a plus.
• Excellent communication and relationship-building skills with clients and internal stakeholders.
• Passionate about working with clients, understanding their needs and developing solutions that exceed their expectations.
• A desire and ability to travel as needed.
• Analytical thinker with the ability to leverage data and insights to design and execute strategy and solutions.
• Expertise in designing and implementing tailored solutions across learning and development, performance enablement, and culture change, while providing leadership and direction to ensure operational excellence.
• Partnering with clients from iconic brands across the globe to understand their needs and develop individualized learning & development, performance enablement, and change management solutions.
• Supporting the ongoing execution and deployment of large-scale learning & development, performance enablement, and change management solutions.
• Building a strong, collaborative relationship with our clients, challenging and pushing them as appropriate.
• Working in cross-functional project teams, influencing outcomes without direct reporting authority.
• Partnering with Account Directors and other Consultants to identify client business objectives and develop and recommend appropriate learning & development, performance enablement, and change management strategies.
• Distilling complex and comprehensive solutions into easily understandable and inspiring terms.
• Developing Governance Models for clients to manage their initiatives on an ongoing basis.
• Applying human-centered design and systems thinking to the design and development of customer and employee experience solutions.
• Bringing together cross-functional teams of internal stakeholders for collaborative problem-solving and continuous improvement.
• Collaborating with colleagues in Communications, Project Management, Creative, Events, Research, Analytics, and Digital to design and execute holistic strategies and solutions.
• Working with Research and Analytics teams to develop measurement frameworks and instruments.
• Actively keeping internal and external stakeholders ‘in the know’ on our strategies and solutions.
• Keeping abreast of industry and sector trends.
• Providing mentorship to team members and colleagues.

Responsibilities

Strategy & Experience Design

• Develop CX, EX, and Loyalty strategies using insights, data, and human‑centered design.
• Identify opportunities across customer and employee journeys and design solutions that drive engagement and loyalty.
• Translate complex concepts into simple, inspiring, and actionable frameworks.
• Create governance models, measurement frameworks, and continuous improvement mechanisms.

Client Partnership & Consulting

• Act as a partner to client leadership, providing guidance, challenge, and clear recommendations.
• Facilitate workshops, co‑creation sessions, and executive presentations with confidence.
• Collaborate with Account Directors to translate business objectives into actionable strategies.

Activation & Implementation

• Lead the design and rollout of learning & development, performance enablement, culture transformation, and change management initiatives.
• Coordinate cross‑functional internal teams (Research, Analytics, Creative, Digital, Communications, Events, Project Management).
• Partner with Research and Analytics teams to build measurement plans and evaluation tools.

Internal Contribution

• Bring market insights, industry trends, and best practices in CX, EX, and Loyalty.
• Provide mentorship and guidance to colleagues and developing team members.
• Support strategic proposals and new business opportunities.

Benefits

Why Bond?
Joining us means being part of a team that lives by the mantra "Create Bonds." We celebrate our collective drive, reward innovative thinking, and always maintain a focus on fostering relationships, both internally and with our clients.
 
Ready to Make Your Mark?
If you're passionate about shaping the future of loyalty and making a real impact, we want to hear from you! Apply now to become a part of our dynamic and innovative team.
 
Use of Artificial Intelligence (AI): Bond uses AI tools during parts of the screening, assessment, and selection process, supporting a fair and efficient hiring process. 
 
We welcome applications from all qualified candidates; however, only those selected for an interview will be contacted.