Customer Experience Consultant

Job summary

This role involves serving as a key point of coordination within the Regional Control Tower for a major client, focusing on delivering exceptional customer experiences and operational excellence.

Qualifications

• Demonstrated experience in Customer Experience, Operations, or Service Delivery.
• Strong grasp of complex service environments, particularly in logistics or supply chain.
• Excellent 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

• Serve as the primary coordination contact for the assigned key client within the Regional Control Tower.
• Oversee end-to-end service performance, ensuring adherence to SLAs and KPIs.
• Proactively identify and resolve operational issues to minimize customer impact.
• Conduct root cause analysis and implement corrective actions.
• Foster strong relationships with internal and external stakeholders.
• Provide insights and reporting on customer experience metrics.
• Lead or assist in continuous improvement initiatives.
• Conduct regular operational reviews with clients and internal teams.
• Ensure effective communication across all customer touchpoints.

Skills

• Familiarity 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.

Education

• Relevant educational background in a related field is preferred.

Tools

• Experience with performance management tools and dashboards is advantageous.