Customer Experience (CX) Consultant (m/f/d)

Halian; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Halian in Abu Dhabi is seeking an experienced Customer Experience (CX) Consultant to support customer-centric transformation initiatives. The role is office-based in Abu Dhabi on a 9-month extendable contract, focusing on assessing journeys, identifying improvements, and implementing CX and service excellence frameworks.

You will analyze feedback, develop recommendations, design CX measurement systems, and present dashboards to senior stakeholders while collaborating with business, operations,

Qualifications

• Bachelor's degree in Business Administration, Marketing, Management or related field.
• Proven CX, Service Excellence or Customer Journey Management experience.
• Strong stakeholder management and communication skills.
• Analytical mindset with problem-solving capabilities.

Responsibilities

• Conduct end-to-end customer journey assessments and mapping.
• Identify pain points, service gaps and improvement opportunities.
• Analyze customer feedback and satisfaction data to derive insights.
• Develop recommendations to enhance customer and citizen experiences across touchpoints.
• Design and implement CX frameworks and service standards.
• Monitor CX metrics and present findings to senior stakeholders.
• Collaborate with cross-functional teams to implement improvements.
• Promote a culture of customer-centricity across the organization.

Skills

Stakeholder management

Facilitation

Communication

Analytical thinking

Problem-solving

Education

Bachelor's degree in Business Administration, Marketing, Management, Service Design, or related field

Job description

Customer Experience (CX) Consultant

• Abu Dhabi | Office Based
• 9 Month Extendable Contract

Role Overview

We are seeking an experienced Customer Experience (CX) Consultant to support the delivery of customer-centric transformation initiatives for a leading organization in Abu Dhabi. The successful candidate will be responsible for assessing customer journeys, identifying service improvement opportunities, enhancing customer satisfaction, and implementing Customer Experience (CX) and Service Excellence frameworks.

This role requires a strategic thinker with strong analytical, stakeholder management, and problem-solving skills who can drive meaningful improvements across customer-facing services and channels.

Key Responsibilities

Customer Experience & Journey Management

• Conduct end-to-end customer journey assessments and mapping exercises.
• Identify customer pain points, service gaps, and improvement opportunities.
• Analyze customer feedback, complaints, and satisfaction data to derive actionable insights.
• Develop recommendations to improve customer and citizen experiences across multiple touchpoints.

Service Excellence & Continuous Improvement

• Design and implement service improvement initiatives.
• Support the development of customer-centric operating models and service standards.
• Drive process enhancement initiatives to improve efficiency and customer satisfaction.
• Promote a culture of customer-centricity across the organization.

CX Strategy & Frameworks

• Develop and implement Customer Experience (CX) frameworks, methodologies, and best practices.
• Establish service excellence standards and performance measurement frameworks.
• Support CX maturity assessments and transformation programs.
• Align CX initiatives with organizational objectives and strategic priorities.

Performance Measurement & Reporting

• Monitor and analyze CX metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and customer feedback trends.
• Develop executive dashboards and performance reports.
• Present findings, recommendations, and improvement plans to senior stakeholders.
• Track progress and measure the impact of CX initiatives.

Stakeholder Engagement

• Facilitate workshops, interviews, and stakeholder engagement sessions.
• Collaborate with business, operational, and digital teams to implement improvements.
• Influence stakeholders at various levels to drive adoption of customer experience initiatives.
• Support leadership in embedding customer-focused practices throughout the organization.

Required Qualifications & Experience

• Bachelor's degree in Business Administration, Marketing, Management, Service Design, or a related field.
• Proven experience in Customer Experience (CX), Service Excellence, or Customer Journey Management.
• Demonstrated experience conducting customer journey assessments and service improvement initiatives.
• Strong understanding of customer experience methodologies, frameworks, and best practices.
• Experience developing customer satisfaction programs and performance measurement frameworks.
• Excellent stakeholder management, facilitation, and communication skills.
• Strong analytical and problem-solving capabilities.

Preferred Experience

• Previous experience working with Abu Dhabi Government or semi-government entities.
• Experience supporting government transformation, citizen experience, or public service improvement initiatives.
• Knowledge of service design, design thinking, and customer-centric transformation methodologies.
• Arabic language skills are highly preferred.