22 Oct

Customer Experience Consultant

Your Tasks:

Analyze customer needs, customer journeys, and business data to identify improvement opportunities and optimize key customer touchpoints
Support the development and implementation of customer experience initiatives and translate strategic objectives into actionable measures
Collaborate with business stakeholders to enhance existing customer journeys and design customer-centric solutions
Facilitate customer journey mapping activities, workshops, and research initiatives, deriving actionable recommendations from findings
Work closely with UX/UI designers, service designers, product teams, and technology partners to deliver digital solutions
Contribute to digital experience strategies through customer research, stakeholder engagement, and future-state journey design
Support the adoption and optimization of customer experience platforms and digital tools, including CRM, analytics, and customer data solutions
Build strong relationships with stakeholders across business, IT, marketing, and customer-focused functions

Your Profile:

Bachelor-s or Master-s degree in Business Administration, Marketing, Digital Business, Design, or a related field
Around 3 years of professional experience in Customer Experience, Service Design, Digital Products, Consulting, or a comparable role
Experience working on customer journey, customer experience, or digital transformation initiatives
Knowledge of user research methods, journey mapping, design thinking, and customer-centric design approaches
Strong analytical skills with the ability to translate customer, market, and business insights into practical recommendations
Understanding of digital platforms and technologies such as CRM systems, customer data platforms, analytics tools, and content management solutions
Excellent communication, presentation, and stakeholder management skills
Proactive, solution-oriented mindset with the ability to work effectively in cross-functional and international teams
Fluent English; additional language skills are considered an advantage

Nice to Have

Experience within the insurance, financial services, or another regulated industry
Knowledge of accessibility standards (WCAG) and inclusive design principles
Exposure to AI-enabled customer experience solutions
Experience contributing to digital platform or web strategy initiatives