Customer Experience Consultant at Affirmative Portfolios

Key Performance Areas:

• Collaborate with senior management and staff to understand their unique business objectives and Customer Experience (CX) challenges.
• Build and maintain strong interdepartmental relationships through effective communication and exceptional people skills.
• Conduct in-depth assessments and analysis of current CX processes and customer journeys.
• Develop comprehensive CX strategies tailored to each client’s specific persona, needs and goals.
• Identify key improvement metrics to measure the success of CX project initiatives.
• Provide competitive intelligence on customer experience best practices for our market/industry.
• Apply experience and knowledge of best practice CX software and technologies required for mapping and identifying CX improvement.
• Gain an in-depth understanding of the identified products that need to be mapped and their associated  processes, customer profiles, touchpoints and customer sentiments.
• Conduct customer research to better understand multiple personas’ needs leading to better customer enablement. Collect, analyse, and interpret customer feedback, survey data, and other relevant metrics.
• Monitor and report on CX project performance, making adjustments as necessary.
• Analyse and streamline customer processes and systems to eliminate bottlenecks and improve efficiency.
• Utilise data-driven insights to provide strategic recommendations for improving customer experiences across multiple touchpoints.
• Recommend and implement improvements to company systems and technologies to support improvement recommendations.
• Implement best practices and industry standards to enhance CX delivery.
• Determine how the findings need to be distributed and socialised with the business
• Develop and document new processes and workflows that will enhance CX.
• Provide training and guidance to teams to ensure the successful implementation of CX strategies.
• Share industry knowledge and best practices to empower clients to sustain long-term improvements.

 Position Requirements:

• Bachelor’s degree in Business, or a related field (Master’s degree preferred).
• Proven experience in customer experience consulting or related roles.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and presentation skills.
• Proficiency in CX software and tools.
• Ability to work independently and as part of a team.
• Exceptional problem-solving and project management skills.