Business Transformation Consultant - Commerce Transformation

Introduction

Customer and Commerce's Customer Strategy

business strategy

technology expertise

industry insight

marketing, sales, commerce, fulfillment, and service

Your Role And Responsibilities

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.