Customer Experience (CX) Consultant

Customer Experience (CX) ConsultantLocation: Riyadh, Saudi Arabia Role OverviewThe Customer Experience (CX) Consultant is responsible for helping organizations design, improve, and transform customer experiences across the entire customer lifecycle. The role involves CX strategy development, customer journey mapping, Voice of Customer (VoC) programs, service design, customer research, and experience transformation initiatives. Key ResponsibilitiesDevelop and implement Customer Experience (CX) strategies aligned with business objectives.Conduct customer research, stakeholder interviews, and experience assessments.Design and facilitate customer journey mapping workshops.Analyze customer feedback, survey results, and operational data to identify improvement opportunities.Design and manage Voice of Customer (VoC) programs.Develop customer personas, journey maps, and service blueprints.Conduct CX maturity assessments and benchmarking studies.Support the implementation of customer-centric processes and governance frameworks.Prepare executive presentations, reports, and strategic recommendations.Collaborate with client leadership teams to drive CX transformation initiatives.Measure and track CX performance through KPIs and customer satisfaction metrics.Support business development activities, proposal preparation, and client presentations.QualificationsBachelor's degree in Business Administration, Marketing, Management, Engineering, or related field.3-7 years of experience in Customer Experience, Service Design, Management Consulting, Market Research, or related disciplines.Strong knowledge of CX methodologies, customer journey mapping, VoC, and service design.Experience with CX platforms such as Qualtrics, Medallia, Forsta, or similar solutions is preferred.Excellent analytical, presentation, and stakeholder management skills.Fluency in English; Arabic is highly preferred.Preferred SkillsCustomer Journey MappingService DesignVoice of Customer (VoC)Customer Research & InsightsDesign ThinkingExperience Measurement & KPIsData Analysis & ReportingWorkshop FacilitationProject ManagementExecutive Presentation SkillsWhat Success Looks LikeImproved customer satisfaction and loyalty metrics.Successful delivery of CX strategy and transformation projects.Actionable insights that drive measurable business outcomes.Strong client relationships and stakeholder engagement.