About the role
AI summarisedDesign, build, and optimize end-to-end customer journeys for enterprise clients by partnering with cross-functional teams to deliver seamless, data-driven experiences that enhance customer satisfaction, loyalty, and lifetime value.
ConsultingOnsiteMarketing & Communication
Key Responsibilities
- Develop CX strategies, journey maps, and service blueprints based on insights and customer research
- Translate customer needs into actionable business and technical requirements
- Partner with marketing, digital, product, and operations teams to implement CX improvements
- Facilitate workshops, design sprints, and co-creation sessions with clients
- Present recommendations and roadmap plans to senior stakeholders
- Identify opportunities for continuous improvement and innovation in customer engagement
Requirements
- 7–15 years of experience in Customer Experience, Digital Transformation, Service Design, or related areas
- Strong understanding of customer journey mapping, design thinking, and CX frameworks
- Experience in qualitative and quantitative research methods
- Ability to interpret customer and business data to generate insights
- Proven track record managing stakeholders in large enterprise environments
- Excellent communication, storytelling, and presentation skills
- Ability to lead cross-functional teams and deliver outcomes in fast-paced settings