CX Customer Experience Consultant

About the Role

We are looking for a dynamic and results-driven CX Customer Experience Consultant to join our team in Riyadh, Saudi Arabia. In this full-time position, you will play a pivotal role in guiding organizations toward excellence by designing, measuring, and enhancing customer experiences across all digital and physical touchpoints. Your responsibilities will encompass leading comprehensive customer research initiatives, mapping intricate customer journeys, identifying critical experience gaps, and developing data-driven, actionable recommendations. You will also support transformative programs aimed at elevating customer satisfaction, fostering loyalty, and optimizing business performance.

The ideal candidate will bring a unique blend of customer insights expertise, analytical acumen, consulting proficiency, and exceptional stakeholder engagement skills to deliver impactful, customer-centric solutions that drive measurable results.

Key Responsibilities

As a CX Customer Experience Consultant, your core responsibilities will include:

Customer Experience Strategy & Transformation

• Collaborate on the development and execution of comprehensive Customer Experience (CX) strategies and transformation roadmaps.
• Evaluate existing customer experiences to uncover opportunities for enhancement and innovation.
• Design customer-centric operating models, frameworks, and governance structures to ensure sustainable CX improvements.
• Lead and support experience transformation initiatives and service improvement programs to deliver tangible business outcomes.

Customer Research & Insights

• Spearhead Voice of Customer (VoC) programs and customer feedback initiatives to capture authentic insights.
• Design, manage, and execute customer satisfaction studies, perception research, and experience assessments.
• Conduct both qualitative and quantitative research to uncover customer needs, behaviors, and pain points.
• Translate complex data into actionable insights that inform strategic decision-making and service enhancements.

Journey Mapping & Service Design

• Lead customer journey mapping exercises across critical touchpoints to visualize and understand the end-to-end customer experience.
• Identify key pain points, moments of truth, and high-impact improvement opportunities.
• Facilitate service design workshops and co-creation sessions to foster collaboration and innovation.
• Support the redesign of customer journeys and service experiences to align with evolving customer expectations.

CX Measurement & Analytics

• Analyze customer feedback and experience metrics to assess performance and identify trends.
• Support and enhance measurement programs, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and other CX indicators.
• Develop and maintain dynamic dashboards and reporting mechanisms to track customer experience performance.
• Conduct root cause analyses to uncover underlying issues and recommend targeted solutions.

Consulting & Client Engagement

• Build and nurture strong, trust-based relationships with clients and key stakeholders.
• Facilitate engaging workshops, interviews, and focus groups to gather insights and align on objectives.
• Present findings, strategic recommendations, and transformation roadmaps with clarity and conviction.
• Provide ongoing support to client teams throughout project execution to ensure successful delivery.

Business Development Support

• Contribute to proposal development, methodology refinement, and project approach design.
• Support the creation of thought leadership content and market insights publications to position our expertise.
• Participate in business development activities, including client presentations and networking events.

Qualifications & Skills

Education & Experience

• Bachelor’s degree in Business Administration, Marketing, Psychology, Industrial Engineering, Healthcare Management, Human Factors, Design, or a related field.
• Minimum of 3–7 years of progressive experience in Customer Experience, Service Design, Customer Insights, Research, Consulting, or a closely related discipline.
• Proven track record in delivering CX, Voice of Customer (VoC), Service Design, or Customer Transformation projects.
• Prior experience in consulting, advisory, digital transformation, or research-focused environments is highly desirable.

Technical Proficiency

• Expertise in Customer Experience, Customer Journey Mapping, and Service Design methodologies.
• Strong background in Voice of Customer (VoC) programs and customer insights analysis.
• Experience designing and implementing NPS, CSAT, CES, and other CX measurement programs.
• Proficiency in process improvement, experience assessment, and benchmarking techniques.
• Skilled in qualitative and quantitative research methodologies, data analysis, and root cause analysis.
• Familiarity with research tools such as Qualtrics, Forsta, Power BI, SPSS, and advanced Excel.
• Experience using Miro or other journey mapping tools to visualize customer experiences.

Professional Competencies

• Exceptional stakeholder management and relationship-building skills.
• Strategic thinking with the ability to translate insights into actionable recommendations.
• Strong consulting acumen, including workshop facilitation and executive presentation skills.
• Excellent project management capabilities with a focus on delivering high-quality outcomes.
• Superior report writing, storytelling, and executive communication abilities.
• Analytical mindset with a passion for solving complex problems and driving continuous improvement.

Candidate Profile

We seek a candidate who embodies a deep passion for customer-centric transformation and demonstrates a commitment to delivering exceptional experiences. The ideal professional will combine analytical rigor with creative problem-solving, possess outstanding communication skills, and thrive in collaborative, fast-paced environments. If you are driven by the opportunity to make a meaningful impact on customer experiences and business success, we encourage you to apply.