We are seeking an experienced Customer Experience (CX) Consultant to support an established, London based, B2C service provider. The role is to support senior management in improving customer experience through improved journey design and engagement strategies.
This hands on role would suit a hands on consultant who is skilled at analysing customer journeys, mapping current processes, and working with leadership teams to define and embed service improvements. The successful candidate will bring expertise in B2C customer experience and a confident, collaborative approach to facilitation and stakeholder engagement.
Key Responsibilities
* Document existing customer journeys and touchpoints.
* Conduct qualitative and quantitative analysis of current customer processes and pain points.
* Develop clearly defined, actionable customer journey maps
* Identify key improvement areas and potential quick wins.
* Facilitate interactive workshops with leadership teams.
* Present insights, findings, and journey designs in a compelling and engaging manner.
* Co-develop action plans to launch and embed new journeys and practices.
Required Experience
* Proven experience in customer experience design or customer journey mapping within a B2C context at a manager level.
* Strong research and analytical skills – able to extract insights from data and customer feedback.
* Confident facilitator with experience running workshops.
* Able to work collaboratively in a consulting environment and manage relationships with key stakeholders.
* Excellent communication and presentation skills, both written and verbal.
The initial assignment is for 3 months to start as soon as possible. This is not the leadership role on the project, it is a very hands on piece of work.