We worked with one of Central Europe’s biggest insurers.
We made them cry.
At their senior leadership conference.
We worked with the world’s biggest car manufacturer.
We made them dance.
On their desks.
We’re Futurelab. We get involved. We get passionate. We get results. That’s why we’re set on becoming Europe’s brightest, boldest and most successful customer-centricity consultancy. Want to join?
We believe the world should be a more customer-friendly place and we’re helping big business make it happen. Sustainably. Profitably. Enjoyably. Over the last decade, we’ve shown dozens of companies how to put customers at the core of their operations. This year we’re ramping things up: we’ve already reorganized; we’re rolling out new services and now – we’re looking for like-minded senior consultants.
QUALITIES WE’RE LOOKING FOR
Heart and head
The dancing? The crying? Well, when you’re trying to change the world, you don’t leave your emotions at the door. In order to generate engagement, enthusiasm and evangelism among our clients, we need to possess these attributes ourselves. So we’re looking for people with expertise and energy. And above all, people who are obsessed with The Customer.
Big pictures and pixels
On paper, customer-centricity is nice and neat. That’s where most consultancies leave it – on paper. In reality (where we live, where our clients live) customer-centricity is messy. It calls for walls to come down, mindsets to be changed and silos to be bridged. It calls for massive, multi-layered, long-term milestones and all the baby steps in between. We need to be agitators, integrators, organizers, co-ordinators and communicators. We need to be process-minded, strategic thinkers who drill into detail and get things done.
Musketeers and mavericks
All for one and one for all. Because our customer-centricity initiatives can reach so far and wide throughout client organizations, we embedded teamwork in our DNA long ago. Teamwork between us; teamwork between us and our clients. But – and this is important – clients know and remember each of our consultants for their own style, skills and specialisms. We are always individuals, occasionally eccentric and frequently off-script.
There’s nothing modest about our achievements. We have done some remarkable things. We have achieved the seemingly unachievable. We are immensely proud of ourselves. But Futurelab never takes the limelight or the glory. We leave that for our clients. All we take is the thrill of the ride, the satisfaction of a job well done and comfort in a world slowly becoming more customer-friendly. When we raise our glass, we do it in celebration of customer-centricity.
Communication and culture
Futurelab covers every industry in every corner of Europe, so you need a few languages and a lot of cultural sensitivity. In fact, sensitivity in general would be nice. We guide companies and their employees through some pretty huge, job-changing and sometimes life-changing transformations. So if you can be sympathetic, subtle and sensitive in English and at least one other European language that would be great.
When we say experience, we mean the ‘sleeves-rolled-up, hands-all-dirty, pencil-behind-your-ear, screwdriver-in-your-pocket’ kind of experience. This is what makes Futurelab different from others in this space. We’ve all lived the life of our clients; we’ve all walked in their shoes. We know how it feels. That’s why people like us and trust us.
- You’ve spent 20-plus years:
- convincing C-Suites that customer experience is spelled with an €
- aligning companies around customer journeys
- implementing voice of the customer programmes (bonus points for NPS)
- engaging and motivating front line staff
- gathering sector expertise in FMCG, telecoms, banking, insurance, lifestyle goods or automotive.
- You’ve worked internationally.
- You speak a couple of languages.
- You do process.
- You know people.
- You love customer.
We’re looking for free-lance associates to join us for projects.
By the way – we are also regularly looking for (freelance) superstars that have a few less years of experience than described above – so please get in touch with us too.