Director: Customer Experience Consulting


The Why

Our client is the global leader in helping organisations gather, analyst and act of customer, market and employee feedback gained from channels including text, survey, audio and video interactions. Their market leading innovation ensures their clients are at the forefront of initiatives to gain new and broader insights that grow beyond static data. Their purpose is to help individuals at all levels in their organisation make better business decisions by providing them with insights and prioritised improvements options tailored to their role.

Due to significant growth in the APAC market, our client are looking for a Director: CX Consulting to join the team.

The What

As a Director: CX Consulting, you will leverage your CX and customer insights experience and knowledge to help prospective clients and drive change via implementation or development of their Experience program.

  • Build trusted partnerships through the provision of best practice advice

  • Alongside the Sales team, ensure a deep understanding of clients needs and develop compelling proposals and presentations throughout the sales process

  • Define requirements, success criteria and design effective Customer Experience Programs including the definition of data collection, methods/ survey working and designing of analysis and reporting structure

  • Support Account Managers in the review of client programs and providing best practice advice on next steps

The How

You will be someone who thrives of working in a time-compressed, highly dynamic and potentially ambiguous environment to ensure innovative, impactful solutions are developed, and milestones and deliverables are achieved.

  • Broad knowledge of CX industry tools to achieve business results through CX

  • 5+ years experience in Customer Experience, VoC, Market Research, Service Design, User Experience Design client side or Agency/ Consulting.

  • Sales acumen and the ability to see broader issues and solutions vs. merely features/benefits; will work as part of a team with a salesperson and an engineering team on larger opportunities

  • Superior communication skills that enable you to effectively explain the client's Customer Experience offerings to a wide range of audiences including customers, prospects and partners. You must be confident in discussions with senior C-Suite business leaders and able to position value within a business context based upon your relevant experiences.

  • Ability to build strong relationships, inspire confidence and influence at all levels within a client organisation and internally;

  • Technology bias – preference to deliver value via a technology platform vs. simply consulting

  • Capability to work remotely as part of a global CX Consulting practice