Customer Experience (CX) Consultant
- Abu Dhabi | Office Based
- 9 Month Extendable Contract
Role Overview
We are seeking an experienced Customer Experience (CX) Consultant to support the delivery of customer-centric transformation initiatives for a leading organization in Abu Dhabi. The successful candidate will be responsible for assessing customer journeys, identifying service improvement opportunities, enhancing customer satisfaction, and implementing Customer Experience (CX) and Service Excellence frameworks.
This role requires a strategic thinker with strong analytical, stakeholder management, and problem-solving skills who can drive meaningful improvements across customer-facing services and channels.
Key Responsibilities
Customer Experience & Journey Management
- Conduct end-to-end customer journey assessments and mapping exercises.
- Identify customer pain points, service gaps, and improvement opportunities.
- Analyze customer feedback, complaints, and satisfaction data to derive actionable insights.
- Develop recommendations to improve customer and citizen experiences across multiple touchpoints.
Service Excellence & Continuous Improvement
- Design and implement service improvement initiatives.
- Support the development of customer-centric operating models and service standards.
- Drive process enhancement initiatives to improve efficiency and customer satisfaction.
- Promote a culture of customer-centricity across the organization.
CX Strategy & Frameworks
- Develop and implement Customer Experience (CX) frameworks, methodologies, and best practices.
- Establish service excellence standards and performance measurement frameworks.
- Support CX maturity assessments and transformation programs.
- Align CX initiatives with organizational objectives and strategic priorities.
Performance Measurement & Reporting
- Monitor and analyze CX metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and customer feedback trends.
- Develop executive dashboards and performance reports.
- Present findings, recommendations, and improvement plans to senior stakeholders.
- Track progress and measure the impact of CX initiatives.
Stakeholder Engagement
- Facilitate workshops, interviews, and stakeholder engagement sessions.
- Collaborate with business, operational, and digital teams to implement improvements.
- Influence stakeholders at various levels to drive adoption of customer experience initiatives.
- Support leadership in embedding customer-focused practices throughout the organization.
Required Qualifications & Experience
- Bachelor's degree in Business Administration, Marketing, Management, Service Design, or a related field.
- Proven experience in Customer Experience (CX), Service Excellence, or Customer Journey Management.
- Demonstrated experience conducting customer journey assessments and service improvement initiatives.
- Strong understanding of customer experience methodologies, frameworks, and best practices.
- Experience developing customer satisfaction programs and performance measurement frameworks.
- Excellent stakeholder management, facilitation, and communication skills.
- Strong analytical and problem-solving capabilities.
Preferred Experience
- Previous experience working with Abu Dhabi Government or semi-government entities.
- Experience supporting government transformation, citizen experience, or public service improvement initiatives.
- Knowledge of service design, design thinking, and customer-centric transformation methodologies.
- Arabic language skills are highly preferred.
