Business Transformation Consultant - Commerce Transformation

Introduction

Professionals in IBM Consulting’s Customer and Commerces Customer Strategy team help clients shape the future of their customer engagement, digital commerce, and experience-led transformation. Combining business strategy, technology expertise, and industry insight, Consultants work with global organizations to design and implement connected customer journeys that drive growth, loyalty, and operational excellence.

As a Consultant, you will be part of multi-disciplinary teams delivering strategic and digital transformation programs across marketing, sales, commerce, fulfillment, and service functions — aligning customer experience goals with modern platform capabilities.

Your Role And Responsibilities

As a Business Transformation Consultant-Commerce Transformation with the IBM Consulting – Commerce Transformation team, you will:

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.
  
  

• 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.
  
  

• 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.
  
  

• 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.