CX/UX Consultant

The Ant Colony Resources Inc.; Pasig; Presencial; PHP 1.000.000 - 1.600.000; Jornada completa

Descripción de la vacante

The Ant Colony Resources Inc. seeks a CX/UX Consultant to provide senior practitioner expertise for a 12-month engagement to accelerate priority CX/UX interventions across GoGBS Service Lines.

You will establish practical CX/UX standards, methods, and tools, build capability in TrEX and Service Line teams through hands-on application, and ensure a smooth transition to a sustainable internal CX/UX capability within GoGBS.

Formación

• Senior CX/UX practitioner with hands-on delivery experience.
• Ability to independently lead CX/UX engagements.
• Experience in user research, journey mapping, and usability testing.
• Capable of establishing scalable CX/UX standards and methodologies.
• Experience coaching teams and building internal capability.

Responsabilidades

• Assess current CX/UX practices and maturity within GoGBS.
• Identify opportunities and develop an initial CX/UX intervention roadmap.
• Lead CX/UX engagements including research, mapping, blueprinting, testing, redesign.
• Collaborate with Process Excellence, Automation, IT, and Service Line teams.
• Coach TrEX team members and develop capability-building materials.
• Ensure deliverables are handed over to GoGBS.

Conocimientos

CX/UX expertise

Independent leadership

User research

Journey mapping

Service blueprinting

Usability testing

Capability building

Cross-functional collaboration

Descripción del empleo

About the role

The CX/UX Consultant will provide senior practitioner expertise for a 12-month period to accelerate priority CX/UX interventions across GoGBS Service Lines, establish practical and reusable CX/UX standards, methods, and tools, build the capability of TrEX and Service Line teams through hands-on application, and enable an effective transition to a sustainable internal CX/UX capability. The engagement is intended to provide both immediate delivery support and long-term capability building. The consultant will report to the CX Manager and work closely with TrEX, Service Line leaders, SMEs, and relevant cross-functional teams.

Key responsibilities

• Assess current CX/UX practices, capabilities, tools, and maturity within GoGBS
• Understand existing Voice of Customer inputs, customer journeys, service improvement initiatives, and relevant Service Line priorities
• Identify and prioritize CX/UX opportunities where specialist intervention can generate meaningful customer and business value
• Develop an initial CX/UX intervention roadmap in partnership with the CX Manager and relevant Service Lines
• Independently lead selected CX/UX engagements across GoGBS services, including customer and user research, journey mapping, service blueprinting, usability testing, and experience redesign
• Work with relevant Process Excellence, Automation, AI, IT, and Service Line teams where solutions require process, technology, policy, or operating model changes
• Help establish a practical and scalable CX/UX approach by defining CX/UX principles, standards, customer research guidelines, journey mapping methodology, persona development standards, service blueprint methodology, usability testing approach, and experience validation standards
• Coach TrEX team members in applying CX/UX methodologies and conduct hands‑on co‑working sessions with Service Line teams
• Provide guidance and feedback on CX/UX deliverables developed internally and develop practical capability‑building materials
• Ensure all deliverables and intellectual property developed as part of the engagement are properly handed over to GoGBS

About you

• Senior practitioner expertise in CX/UX
• Ability to independently lead CX/UX engagements
• Experience in customer and user research, journey mapping, service blueprinting, usability testing, and experience redesign
• Capability to establish practical and scalable CX/UX methodologies and standards
• Experience coaching and building capability in teams
• Ability to work across cross-functional teams and with Service Line leaders and SMEs