Customer & Employee Experience Consultant

At Bond, we build deeper brand loyalty and drive sustainable growth through innovative customer experience solutions. We're a dynamic, forward-thinking team—and we’re looking for seasoned professionals who can help shape the future of loyalty. We’re expanding our national network of Customer & Employee Experience Consultants to support exciting upcoming projects. This is your opportunity to play a key role in transforming dealership cultures and elevating customer experience standards across the country. About the Role: As a Customer & Employee Experience Consultant, you’ll partner with automotive retailers nationwide to consult, coach, and facilitate sessions that drive measurable, people-first change. You’ll use your expertise to empower leaders and frontline teams with tools, insights, and behaviors that elevate the customer journey. This is a multi-month contract role, ideal for independent consultants who thrive in fast-moving environments, love to travel, and want to make an immediate and lasting impact while building solid 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 – not including travel). • 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 their ongoing efforts, using a prescribed system to track and manage. • Track and manage detailed visit information for store observations, feedback, and recommendations for 1) store visits, and 2) all communications with stores, into the CRM platform. • Attend, lead, and/or support onboarding, virtual team sessions, and client meetings as required. Your Skill Strengths & Qualifications: • 10+ 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 of the following skills: autonomy + collaboration, discernment, critical thinking, agility + improvisation, relationship building, concise • detailed • influential communication, participant engagement, problem-solving, active listening, giving feedback, fostering emotional intelligence. Preferred Experience: • Automotive, retail, and/or hospitality industry experience. • Coaching or training certifications (e.g., ICF, CTDP, EQA). • Prior experience as an independent consultant. You are right for the role if: • 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 the balance of working independently and as a team player. • You're comfortable standing in front of the room, at the boardroom table, and grabbing a seat with team members in the lunchroom. Why join the Bond CX/EX Consulting Team? • 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. 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. Apply tot his job