CX Consultant (Contract) at IQbusiness

Job Description

• We are looking for a strategic and creative Customer Experience Designer  for a contract within one of our Financial Services clients. We require at least 3 years of experience in customer research, journey mapping, and experience design. This role is ideal for someone who thrives on solving complex customer challenges and is passionate about creating seamless, engaging, and impactful customer journeys across digital and physical touchpoints.

Key Responsibilities

• Conduct and synthesize customer research using qualitative and quantitative methods.
• Lead customer journey mapping initiatives to identify pain points, opportunities, and areas for innovation.
• Translate customer insights into personas, experience blueprints, and actionable design strategies.
• Collaborate with cross-functional teams (Product, Marketing, UX/UI, Operations) to embed customer-centric thinking into business processes.
• Design and optimize end-to-end customer experiences across multiple channels.
• Develop and maintain CX measurement frameworks (e.g., NPS, CSAT, CES).
• Advocate for customer-centric culture and contribute to CX governance and continuous improvement.
• Support the design and enhancement of loyalty and rewards programs where applicable.

Required Experience & Skills

• Minimum of 3 years’ experience in CX design, customer research, or related fields.
• Strong proficiency in journey mapping, customer segmentation, and experience strategy.
• Familiarity with CX tools such as Miro, Smaply, Qualtrics, Medallia, or similar.
• Excellent communication and stakeholder engagement skills.
• Ability to work independently and collaboratively in a fast-paced, agile environment.
• Experience in design thinking, service design, or behavioral science is advantageous.

Preferred Qualifications

• Degree or certification in CX, UX, Psychology, Marketing, Design, or related field.
• Experience in industries such as financial services, retail, telecommunications, or consulting.
• Exposure to governance, compliance, and strategic CX frameworks is a plus.