Senior Customer & Digital Experience Consultant

We are seeking a highly experienced Customer Experience & Digital Experience Consultant to lead and implement customer experience strategies, service digitization initiatives, and customer service excellence programs. The ideal candidate will have a strong background in CX management, digital transformation, and consulting, with expertise across multiple industries.

• Develop and implement customer experience strategies across digital and offline channels.
• Lead service evaluation, classification, and development initiatives.
• Design and execute customer service excellence frameworks and quality management systems.
• Define and develop business requirements for CRM systems.
• Develop and implement customer journey mapping and stakeholder engagement methodologies.
• Lead the development of customer service charters and service improvement programs.
• Design and optimize call center operations and performance management systems.
• Develop and enhance complaints management systems based on best practices.
• Establish Service Level Agreements (SLA) and Operational Level Agreements (OLA).
• Manage CX consulting projects, ensuring timely delivery and high-quality outcomes.
• Provide expert guidance on ISO standards, business continuity, and quality management.
• Develop training programs, mentoring initiatives, and employee onboarding strategies.

• Minimum 10-20 years of experience in Customer Experience (CX) management, digital transformation, or related consulting roles.
• Proven track record of leading CX projects and driving service excellence initiatives.
• Expertise in designing and implementing service standards based on global best practices.
• Experience in multi-industry customer experience consulting (government & private sectors).
• Strong analytical and problem-solving skills with the ability to assess and improve customer service operations.
• Experience in ISO standards, TISSE, and global customer experience frameworks.

• Customer Experience (CX) Strategy & Digital Transformation
• Service Design & Process Optimization
• CRM System Implementation & Stakeholder Management
• Call Center Development & Performance Monitoring
• Quality Management, Auditing, and Risk Management
• Leadership, Training, and Mentoring

• Customer Experience Management Certification
• Degree in Business Administration, Customer Experience, or a related field