CX Consultant

The brief is essentially for a Senior CX Strategy & Architecture Lead to design and deliver a complete Customer Experience Research & Monitoring Framework for the client over a 10 -week engagement.

The client wants to move beyond collecting customer feedback and build a structured, measurable CX management system that supports executive decision -making. The consultant will define how customer experience is measured, monitored, benchmarked and governed across the organisation.

The assignment is highly strategic but also hands -on. The consultant is expected to design the framework, engage stakeholders, map customer journeys, define KPIs, create governance structures and produce an implementation roadmap.

Main Deliverables

The consultant will be responsible for:

• Creating a CX Research & Monitoring Framework
  

• Defining customer segments and priority journeys
  

• Designing quantitative and qualitative measurement approaches
  

• Creating KPI and CSAT architectures
  

• Mapping end -to -end customer journeys
  

• Identifying moments that matter and friction points
  

• Benchmarking the client against local, regional and international comparators
  

• Designing governance, reporting and dashboard structures
  

• Producing an execution roadmap for 2026 -2027