Consultant - Customer Experience Strategy

About the Role

Our client, a leading Management Consultancy based in Brighton , is seeking a customer-focused Consultant to specialize in Customer Experience Strategy. This role involves partnering with businesses to understand their customer journeys, identify pain points, and design strategies that enhance customer satisfaction, loyalty, and advocacy. You will leverage data and qualitative insights to create actionable plans that transform customer interactions and drive business growth. This is an excellent opportunity for a strategic thinker passionate about delivering exceptional customer experiences.

Key Responsibilities

• Conduct customer journey mapping and analysis to identify key touchpoints and moments of truth.
• Gather and synthesize customer feedback through surveys, interviews, and data analytics.
• Develop customer experience strategies and roadmaps aligned with client business objectives.
• Design and recommend improvements to customer service processes, digital interfaces, and communication channels.
• Collaborate with cross-functional teams to ensure seamless implementation of CX initiatives.
• Measure the impact of CX strategies on customer satisfaction, retention, and revenue.

Requirements

• Minimum of 3 years of experience in customer experience, marketing, or consulting with a CX focus.
• Proven ability to analyze customer data and translate insights into actionable strategies.
• Strong understanding of customer journey mapping, service design, and user experience principles.
• Excellent presentation and communication skills, with the ability to influence stakeholders.
• Experience working with CRM systems and customer feedback platforms is a plus.
• Bachelor's degree in Marketing, Business, Psychology, or a related field.

Benefits

• Competitive salary with opportunities for bonuses.
• Exposure to innovative CX strategies and diverse client projects.
• Professional development and continuous learning opportunities.
• A dynamic and collaborative work environment in Brighton .
• Comprehensive benefits package, including health and wellness programs.