CX Consultant

CX Consultant (Contract)

Location: Remote / Hybrid - 2 office days in Midlands office
Contract Duration: 4 to 5 months, with possible extension
Start Date: ASAP
Rate: Competitive, based on experience (good budget)

About the Client:
We are helping a leading UK retail brand, known for our commitment to quality, innovation, and exceptional customer service. As they continue to evolve and grow, they are looking to deepen their understanding of their customers' needs and enhance their journey across all touchpoints. We are currently seeking a seasoned Customer Experience (CX) Consultant to lead a review and optimisation of their customer journeys and interactions.

Role Summary:
In this role, you will evaluate our current customer journeys, pinpointing opportunities to enhance and streamline the experience at every stage. Your insights and recommendations will shape strategic decisions, informing our approach to delivering memorable and impactful experiences across both digital and in-store environments.

Key Responsibilities:

• Conduct a comprehensive review of end-to-end customer journeys, identifying pain points and opportunities to drive customer satisfaction, loyalty, and engagement.
• Collaborate with cross-functional teams including marketing, product, digital, and retail operations to gather insights, analyse data, and align on CX goals.
• Use qualitative and quantitative data to assess customer behaviour, expectations, and emotional drivers, translating these insights into actionable recommendations.
• Develop customer journey maps, personas, and other CX frameworks to visualise the customer experience and clarify key improvement areas.
• Provide recommendations for technology, processes, and practices to optimise touchpoints across web, mobile, and in-store.
• Facilitate workshops and present findings to senior stakeholders, promoting a customer-centric approach within the business.
• Monitor and report on the effectiveness of CX improvements, ensuring that recommended changes deliver measurable impact.

Key Skills and Experience Required:

• Proven experience in a CX, Customer Journey Mapping, or Customer Strategy role, preferably within the retail sector.
• Strong understanding of customer experience principles, with a record of delivering impactful CX initiatives.
• Demonstrated ability to map customer journeys and translate findings into actionable insights.
• Excellent analytical skills, with experience using data and qualitative research to inform recommendations.
• Outstanding communication and presentation skills, with the ability to influence and engage stakeholders at all levels.
• Comfortable working in a fast-paced environment with the flexibility to adapt to changing priorities and needs.
• Familiarity with CX tools and platforms such as Qualtrics, Adobe Experience Manager, or similar is advantageous.

If you are immediately available, please get in touch. This role would require someone 5 days a week and can be paid outside of IR35.

Please apply today!