Customer Experience Advisor - Europe/UK

AKT Global; Paris; Remote; EUR 40,000 - 80,000; Part time

Job summary

An established industry player is seeking a Customer Experience Advisor to enhance client engagements through strategic consulting. This role focuses on leveraging Qualtrics to shape innovative CX programs that drive actionable insights and business results. You will work with a dynamic team on exciting projects, utilizing top methodologies in a vibrant international environment. If you are passionate about improving customer experiences and thrive in a consultative role, this opportunity could be the perfect fit for you.

Benefits

Exciting project variety

Top-notch methodologies

Dynamic team environment

International business exposure

Qualifications

• 10+ years in customer and employee assessment programs with large enterprises.
• Strong understanding of research methodology and data interpretation.

Responsibilities

• Provide consulting support to global accounts with complex tech environments.
• Lead workshops to design cutting-edge CX programs.

Skills

Customer Experience Management

Qualtrics

Consultative Skills

Data Analysis

Research Methodology

Communication Skills

Generative AI Tools

Education

Master’s in Psychology

Master’s in Business Administration

Master’s in Behavioral Sciences

Tools

Qualtrics CX

Survey Platforms

Job description

AKT Global is one of the leading People Experience Digital Solution consultancies. We partner with our customers across EMEA and North America to create exceptional employee experiences and build future-ready HR functions. Our People Advisory practice provides strategic guidance on HR transformation, while our Digital HR Practice provides implementation, development and support for a comprehensive SAP-centric portfolio including SuccessFactors, Qualtrics, Fieldglass and Concur.

AKT is looking for a Customer Experience (CX) Advisor, to provide consulting for its global customers. In most of these projects, Qualtrics CX Management is the technology implemented, hence knowledge of VOC platforms (preferably Qualtrics) is pivotal. If you have a passion for shaping the future of organizations through enhanced customer and employee experiences, this role is your calling. Your advisory services will be instrumental in guiding the strategic direction of our engagements through designing a cutting-edge CX program. With a focus on actionable insights, tying CX to business results, your contributions will be key to our continuous pursuit of excellence in experience management.

Reporting to the Head of Experience Management Advisory, this is a customer-facing freelance role available to candidates located in the UK or European regions, with the flexibility for a part-time role.

Key Responsibilities:

• Provide consulting support to global accounts with complex organizational and tech environment
• Lead workshops to produce vision, blueprint and roadmap for state-of-the art CX programs
• Lead the design of qualitative and quantitative research, be able to analyze the impact of CX on business results and provide improvement recommendations
• Conduct, write and present on global trends and benchmarks, case studies and best-practices at industry conferences and with specific customers
• Participate in pre-sales activities and help scope and architect the business solution
• Coordinate team of advisors and work with the Qualtrics implementation team, develop and validate innovative, scalable pre-packaged solutions
• Maintain Qualtrics Certifications for the Customer Experience solutions

Job Requirements:

• 10+ years of experience working with clients on their survey programs, customer and employee assessment programs or Insights / Analytics function with large and complex enterprises
• Master’s degree in either Psychology, Sociology, Industrial Organizational, Marketing, Business Administration, Behavioral Sciences and related fields
• A blend of agency-side experience as well as internal-client experience is ideal, although candidates from either side will be considered
• Consultative and relationship builder who can quickly understand client needs and requirements
• Have a strong understanding of good research methodology; item design and data collection
• Able to analyze and interpret data, and report back insights to customers
• Qualtrics CX or other VOC platforms knowledge
• Proficiency with generative AI tools
• Advantage: knowledge of Qualtrics CX solutions for Digital, customer care and location

Personal Skills:

• Business minded
• Outstanding customer relationships
• Excellent writing and presentation skills
• Curiosity, flexibility and a “can-do” attitude
• Analytical and data-driven thinking
• Proactivity and creativity in asking “why” and also providing solutions
• People loving, excellent listening and communication skills, team player
• Ability to work on several projects simultaneously and independently
• Technical orientation

AKT Offers:

• Wide variety of super interesting and exciting projects, working with leading brands
• Top notch methodologies such as customer and employee experience management, agile, lean startup, design thinking and more
• Challenging and very dynamic small team that is expected to grow and develop
• Recreation and enthusiasm that will drive you to self-actualization
• International business environment (offices in the UK, DACH, India, France, North America, Cyprus, Israel, and Czech Republic)

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Part-time

Job function

• Job function

  Business Development, Consulting, and Strategy/Planning

• Industries

  Human Resources Services, Professional Services, and Business Consulting and Services

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