Description

You will lead end-to-end Customer Experience (CX) transformation projects, optimizing people, processes, and technology for clients.

Responsibilities

• Lead workstreams on large-scale CX projects, managing the full lifecycle from proposal development to execution and close-out.
• Facilitate client interviews, workshops, and governance sessions with senior stakeholders to define strategy.
• Design, build, and test business changes, ensuring operational readiness through training and process alignment.
• Develop proposals and contribute to solution development to support business growth.

Required Skills

• 4-6 years of experience in a Consultant or Senior Consultant capacity within a Big 4 or similar 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 for logical analysis and complex problem-solving.

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