• Research and analyze data to analyze customer trends
• Advise on prioritization, design, and measurement of CX transformation programs
• Create standardized playbooks and interventions for each point in the customer journey
• Develop key benchmarks and measures of success for customer experience
• Reinforce a customer-centric mindset and culture, helping to enable our employees to deliver great CX
Desired Candidate Profile
• Master s degree in User/Customer experience/ Strategy/HCI/ Psychology
• Min 10 years of relevant experience, preferably with consulting experience
• Required Certification: CCXP, Balance Score Card
• Experience in the governmental industries to be specific in Finance and Labor
• Experience developing business case analyses
• Experience leading and facilitating Design Thinking processes
• Proficient in Microsoft Office software with strong PowerPoint skills
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