Description

You will support client Customer Experience (CX) strategy and transformation agendas by delivering end-to-end project lifecycles.

Responsibilities

• Lead workstreams or contribute to large-scale CX projects to optimize people, processes, and technology.
• Manage the full project lifecycle, from initial proposal development through to execution and close-out.
• Facilitate client interviews, workshops, and project governance sessions with senior stakeholders.
• Design, build, and test business changes, ensuring readiness through training and process alignment.
• Support business development by creating proposals and contributing to solution development.

Required Skills

• 4-6 years of experience in a Consultant or Senior Consultant capacity within a Big 4 or similar consulting firm.
• Expertise in CX Maturity Assessment, CX Metrics, and KPI Development.
• Experience designing and implementing Operating Models.
• Proficiency in Customer Journey Mapping and Persona Development.
• Ability to develop use cases and user stories.
• Experience with customer insight methodologies including NPS, CSAT, CES, and surveys.
• Strong critical thinking skills for logical analysis and complex problem-solving.
• Effective verbal, visual, and written communication skills for reporting.

Preferred Skills

• Experience in Government & Public Sector, Infrastructure, Energy, Sports & Entertainment, or Tourism.
• Exposure to digital solutions and automation projects.

Key Skills

Education

BE/B-Tech/MBA