Customer Experience Strategy Consultant

📋 Description

• Partner with client leaders to define customer experience strategies, visions and priorities
• Plan and conduct qualitative and quantitative customer research, including stakeholder and customer
• Synthesize research into clear, actionable insights and artifacts such as personas, segments, jobs
• Identify pain points and moments that matter across channels and touchpoints and develop
• Build the business case for CX investments, linking experience improvements to outcomes such as
• Define CX measurement frameworks and KPIs (such as NPS, CSAT and CES) and help clients design or

🎯 Requirements

• 4+ years of experience in customer experience strategy, service design, design research or a
• Bachelor’s degree in business, design, psychology, human-computer interaction or a related field
• Portfolio or case studies demonstrating your work, such as journey maps, service blueprints
• Hands-on experience planning and leading customer research and synthesizing qualitative and
• Experience with CX measurement and voice-of-customer programs, including metrics such as NPS, CSAT
• Ability to build a CX business case and quantify the value of experience improvements