CX Transformation Consultant: Customer Journeys & Service Excellence

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

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,