CX Transformation Consultant: Journey & Service Excellence

Tanqeeb; Dubai; On-site; AED 201,000 - 312,000; Full time

Job summary

Tanqeeb invites applications for a Customer Experience (CX) Consultant to drive customer-centric transformation initiatives across Abu Dhabi and Dubai. You will assess journeys, map touchpoints, identify pain points, and implement CX and service excellence frameworks to raise satisfaction levels.

The role emphasizes stakeholder management, data-driven insights, and continuous improvement across customer-facing services and channels, aligning CX with strategic objectives.

Qualifications

• Experience in Customer Experience (CX), Service Excellence, or Customer Journey Management.
• Proven ability to conduct customer journey assessments and implement improvements.
• Familiarity with CX methodologies, frameworks, and best practices.
• Experience developing customer satisfaction programs and performance measurement frameworks.
• Excellent stakeholder management, facilitation, and communication skills.

Responsibilities

• 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.
• Design and implement service improvement initiatives and operating models.
• Monitor CX metrics and present findings to senior stakeholders.
• Facilitate workshops and collaborate with cross-functional teams to drive adoption of CX initiatives.

Skills

Stakeholder management

Analytical skills

Problem solving

Facilitation

Communication

Education

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

Job description

Tanqeeb invites applications for a Customer Experience (CX) Consultant to drive customer-centric transformation initiatives across Abu Dhabi and Dubai. You will assess journeys, map touchpoints, identify pain points, and implement CX and service excellence frameworks to raise satisfaction levels.

The role emphasizes stakeholder management, data-driven insights, and continuous improvement across customer-facing services and channels, aligning CX with strategic objectives.