CX Management Consultant

We are working with the Head of the Customer Experience Practice at one of the region’s leading Management Consulting firms.

They are looking for a Subject Matter Expert in Customer Experience Strategy.

Responsibilities

• Support multiple project teams in ensuring successful project delivery in the Customer Experience area.
• Ensure the quality of the Customer Experience project takeaways and recommendations.
• Present entire documents on Customer Experience topics to C-levels client audiences.
• Drive Intellectual Capital creation in Customer Experience Practice.
• Lead Customer Experience business development activities in a region together with Account Partner

Requirements

• The ideal candidate balances strategic thinking and customer experience strategy execution experience (transformation program management, capabilities building).
• Customer experience analytics and measurement (VoC metrics as well as UX metrics).
• Analysis of customer activity data, feedback and metrics to identify main customer pain points and address them.
• Journey redesign applying design thinking approach and co-development with customers.
• Operational execution of new journeys design, including processes redesign and adjustments in service operations.

Salt is acting as an Employment Agency in relation to this vacancy.