Customer & Employee Experience ConsultantBond Brand Loyalty • Dearborn, MI, US
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Customer & Employee Experience Consultant
Bond Brand Loyalty • Dearborn, MI, US
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job_description.job_card.job_description10+ years' experience in leadership, customer experience, employee experience, coaching, consulting, and / or training. Demonstrated success leading cultural transformation and / or customer satisfaction initiatives. Experience managing complex human-centric transformations involving people, processes, and technology. A consultative and coach-like approach that builds credibility quickly, builds consensus, and inspires transformation. Strong facilitation skills and comfort speaking to various audiences—from executive teams to deskless workers. Proven ability to manage your own schedule, prioritize responsibilities, and meet deadlines with minimal supervision. Savvy with Microsoft Word, Excel, PowerPoint, and digital tools (Zoom, Salesforce). Comfortable with data—able to present it in a meaningful way to drive action. Valid U.S. driver's license and vehicle / business liability insurance (or willingness to obtain). Advanced proficiency in autonomy + collaboration, discernment, critical thinking, agility + improvisation, relationship building, concise and influential communication, participant engagement, problem-solving, active listening, giving feedback, fostering emotional intelligence. Automotive, retail, and / or hospitality industry experience. Coaching or training certifications (e.g., ICF, CTDP, EQA). Prior experience as an independent consultant. You're approachable, adaptable, and can lead with influence rather than authority. You inspire teams and leadership to embrace change and take ownership of both customer and employee experiences. You thrive in a high-travel, project-based environment and bring your best to each engagement. You're savvy with technology, systems, and keeping organized to drive efficient and optimal performance. You know how to read a room, diffuse resistance, and energize a team toward a shared goal. You can figure things out on your own and aren't afraid to ask for help. You enjoy working independently and as a team player. Be part of a high-impact, high-integrity organization driving transformation across major industries. Work on nationally recognized programs for major brands. Join a collaborative, future-forward team that values innovation and relationships. Flexibility to manage your schedule and preserve work / life integration while traveling. Make a meaningful difference—one store, one team, one customer at a time.
Overview
Customer & Employee Experience Consultant — Bond Brand Loyalty. Bond builds deeper brand loyalty and sustainable growth through innovative customer experience solutions. We are expanding our national network of Customer & Employee Experience Consultants to support exciting upcoming projects. This is a multi-month contract role for independent consultants who thrive in fast-moving environments, love to travel, and want to make an immediate and lasting impact while building strong relationships with key store contacts.
What You'll Do
- Travel to assigned dealership locations across the U.S. (up to 90 in-store days between January and November 2026 – travel time excluded).
- Deliver impactful full-day coaching and training—both in-person and virtually—focused on improving customer experience and driving in-store culture change (via employee experience).
- Build trusted relationships with automotive retail store leadership and frontline staff to inspire engagement and action.
- Execute a structured program methodology with the skills, agility and prowess to ensure content is relevant and tailored to client needs, while ensuring client KPIs are achieved.
- Deliver consulting that translates data and insights into practical (SMART) action plans and performance improvements. Co-build accountability plans with store leadership and staff to support ongoing efforts, using a prescribed system to track and manage.
- Track and manage detailed visit information for store observations, feedback, and recommendations for store visits and all communications with stores in the CRM platform.
- Attend, lead, and / or support onboarding, virtual team sessions, and client meetings as required.
Your Skill Strengths & Qualifications
Preferred Experience
You are right for the role if
Why join Bond CX / EX Consulting Team
Let's create bonds that drive loyalty. If you're ready to use your experience to make a difference and help businesses level up their customer experience, we'd love to connect.
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