Professionals in IBM Consulting’s Customer and Commerce's Customer Strategy team help clients shape the future of their customer engagement digital commerce and experience-led transformation. Combining business strategy technology expertise and industry insight Consultants work with global organizations to design and implement connected customer journeys that drive growth loyalty and operational excellence.
As a Consultant you will be part of multi-disciplinary teams delivering strategic and digital transformation programs across marketing sales commerce fulfillment and service functions — aligning customer experience goals with modern platform capabilities.
In this role you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers) where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
As a Business Transformation Consultant-Commerce Transformation with the IBM Consulting – Commerce Transformation team you will:
Consulting and Delivery
- Lead and support customer and commerce transformation programs spanning omnichannel experience digital commerce modernization and customer engagement optimization.
- Assess client maturity across commerce CRM loyalty and marketing platforms to define transformation roadmaps and value realization plans.
- Conduct customer journey mapping process assessment and business capability analysis to align people process and technology for measurable outcomes.
- Define target operating models and platform strategies across domains like PIM OMS CMS Marketing Automation and Contact Center.
- Develop business and functional requirements user stories and KPIs supporting agile delivery.
- Build business cases that quantify benefits across the full customer lifecycle — from acquisition and conversion to retention and advocacy.
- Partner with technology and design teams to ensure business needs are translated into scalable and integrated solutions.
Advisory and Thought Leadership
- Support the development of Customer and Commerce strategies including platform selection customer data architecture and digital operating model design.
- Contribute to client proposals and presentations articulating the value of customer experience and commerce transformation initiatives.
- Create accelerators frameworks and best practices for CX personalization and commerce modernization programs.
Collaboration and Stakeholder Engagement
- Work collaboratively with IBM teams across Strategy Design Technology and Data to co-create client-specific integrated solutions.
- Engage with client stakeholders from CMO CIO and CDO organizations to build alignment drive execution and ensure measurable impact.
- Identify and proactively communicate project risks dependencies and improvement opportunities.
- Strong understanding of customer strategy commerce platforms (Shopify Salesforce Commerce SAP Commerce Adobe Commerce) and marketing automation ecosystems .
- Working knowledge of CRM loyalty CDP and customer analytics platforms .
- Ability to link business objectives to platform capabilities and data-driven insights .
- Experience in agile transformation and product management using tools like Jira Confluence or Azure DevOps.
- Strong analytical problem-solving and presentation skills with a consultative mindset.
- Proven ability to work in cross-functional client-facing environments.