Customer Experience Consultant

Job summary

The role involves serving as a key coordination point within a Regional Control Tower, focusing on delivering exceptional customer service for a major client. The consultant will ensure effective service delivery, address operational issues proactively, and foster continuous improvement in the customer experience.

Qualifications

• Demonstrated experience in Customer Experience, Operations, or Service Delivery
• Familiarity with complex service environments, particularly in logistics or supply chain
• Strong stakeholder management and communication abilities
• Analytical skills to derive actionable insights from data
• Proactive problem-solving skills
• Experience with key accounts or enterprise clients
• Proficiency in English, both written and spoken

Responsibilities

• Act as the main coordination point for the assigned key client within the Regional Control Tower
• Oversee end-to-end service performance, ensuring adherence to SLAs and KPIs
• Identify and resolve operational issues to minimize customer impact
• Conduct root cause analysis and implement corrective actions
• Build and maintain relationships with internal and external stakeholders
• Provide insights and reporting on customer experience metrics
• Lead continuous improvement initiatives
• Conduct regular operational reviews with the client and internal teams
• Ensure effective communication across all customer interaction points

Skills

• Experience with performance management tools and data analytics
• Knowledge of process improvement methodologies such as Lean or Six Sigma
• Understanding of customer journey mapping and CX frameworks
• Ability to thrive in a fast-paced, cross-functional environment

Education

• Relevant educational background in a related field is preferred.

Tools

• Familiarity with performance management tools and dashboards.