Introduction
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.
Your Role And Responsibilities
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.
Required Technical And Professional Expertise
- 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.
