Customer & Employee Experience Consultant

Description

*We are specifically looking for Consultants in the West Coast.*

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.

Responsibilities

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.

Requirements

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.