CX/UX Consultant

• Lead CX/UX Interventions – Conduct customer/user research, interviews, observation, VoC analysis, journey mapping, personas, service blueprinting, usability testing, and experience/service redesign.
• Identify & Solve Experience Gaps – Analyze customer pain points, moments that matter, root causes, and translate insights into actionable improvement recommendations.
• Establish CX/UX Standards – Develop practical methodologies, playbooks, templates, guidelines, quality criteria, and reusable CX/UX tools across Service Lines.
• Drive Customer & Business Value – Define success measures and validate whether CX/UX improvements address customer needs and deliver measurable outcomes.
• Build Internal Capability – Coach and collaborate with TrEX, Service Lines, SMEs, and cross-functional teams through workshops, co-working, and hands-on application.
• Collaborate Cross-Functionally – Partner with Process Excellence, Automation, AI, IT, and Service Line teams when improvements require process, technology, or operating model changes.
• Institutionalize & Transfer – Document methodologies, case studies, lessons learned, and reusable assets while transferring ownership and capability to internal teams.
• Support CX/UX Roadmap & Governance – Assess current maturity, prioritize opportunities, establish intervention roadmaps, and provide progress updates and recommendations.

Benefits:

• Health insurance
• Life insurance
• Promotion to permanent employee

Application Question(s):

• Do you have experienced in CX, UX Research, Service Design, or Human-Centered Design?
• Do you have customer/user research and experience improvement?
• Are you skilled in journey mapping, service blueprinting, usability testing, prototyping, and qualitative research?
• Do you have Experience in consulting, GBS, shared services, enterprise transformation, or service operations?

Education:

• Bachelor's (Preferred)

Experience:

• Stakeholder management: 3 years (Preferred)
• Presentation skills: 3 years (Preferred)

Work Location: In person