Customer Experience & Digital Transformation Lead (f/m/x)

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 the around world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology. A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. You’ll work with visionaries across multiple industries to improve the hybrid and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including IBM Software and Red Hat. Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience. We are seeking an experienced Customer Experience & Commercial Transformation Lead to drive customer-centric growth across a B2B business environment. This role is responsible for shaping customer engagement strategies, optimizing customer journeys, leveraging data and digital capabilities, and accelerating business growth through transformational initiatives. The successful candidate will bring extensive expertise in customer experience, commercial strategy, digital transformation, and stakeholder leadership. They will partner closely with Sales, Marketing, Customer Service, Digital, and Business teams to deliver measurable improvements in customer satisfaction, loyalty, and commercial performance. Key Responsibilities Define and execute customer experience and engagement strategies aligned with business objectives. Design, optimize, and continuously improve end-to-end customer journeys. Lead customer-centric transformation programs that drive commercial growth and operational excellence. Translate customer insights, market trends, and business needs into actionable growth opportunities. Establish customer experience KPIs, measurement frameworks, and reporting mechanisms. Drive adoption of digital engagement platforms, CRM capabilities, AI-powered solutions, and data-driven decision-making. Collaborate with cross-functional teams to deliver innovative customer solutions and improve business performance. Build and embed customer-centric practices, governance, and operating models across the organization. Influence senior stakeholders and leadership teams to champion customer-focused transformation. Lead change management initiatives and capability-building programs across teams and markets. What we offer: Individual career path Access to countless trainings and certification offerings A knowledge sharing culture An environment where you are actively contributing your ideas The possibility to work in projects in one of the largest IT companies 10+ years of professional experience in Customer Experience, Commercial Transformation, Customer Engagement, Digital Marketing, CRM, Business Transformation, or related fields. Proven track record of leading large-scale transformation initiatives in complex international organizations. Strong expertise in customer journey management, customer engagement, CRM, digital ecosystems, and customer insights. Demonstrated success in driving business growth, customer satisfaction improvements, and operational efficiencies. Experience managing and influencing senior stakeholders across multiple functions. Strong commercial acumen and ability to translate customer needs into business outcomes. Experience leveraging data, analytics, technology, and AI solutions to enhance customer engagement and business performance. Experience in B2B environments, Food Service, FMCG, Hospitality, or Commercial organizations is highly desirable. Fluent English (written and spoken) is mandatory. Swiss nationality, EU/EFTA nationality, or a valid Swiss work and residence permit is required.