CX/UX Consultant

The Ant Colony Resources Inc.; Taguig; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

The Ant Colony Resources Inc. in Metro Manila seeks a CX/UX Consultant for a one-year augmentation engagement to strengthen customer and user experiences across CoEs and Service Lines.

You will work directly with leaders, SMEs, and product teams to translate experience challenges into practical improvements. You will conduct research, develop journeys, personas, service blueprints, and reusable assets, applying CX/UX standards across GoGBS while coaching internal teams to build sustainable

Qualifications

• Strong professional experience in Customer Experience, User Experience, UX Research, Service Design, or a related discipline.
• Proven track record of designing or improving customer, employee, digital, or service experiences.
• Demonstrated ability to coach, mentor, or transfer capability to internal teams.

Responsibilities

• Independently lead CX/UX engagements for priority services and digital experiences.
• Conduct customer and user research through interviews, usability testing, and feedback analysis.
• Develop customer journeys, personas, service blueprints, experience maps, and related artifacts.
• Identify pain points, moments that matter, root causes, and improvement opportunities.
• Translate insights into actionable recommendations and work with teams to validate solutions.
• Introduce CX/UX standards and reusable practices across GoGBS.
• Create tools, templates, playbooks, guidelines, and quality criteria for research and testing.
• Apply CX/UX to priority opportunities and demonstrate tangible improvements.
• Coach and transfer capability to TrEX and Service Lines.

Skills

CX/UX design

UX Research

Service Design

Journey mapping

Persona development

Usability testing

Stakeholder facilitation

Executive storytelling

Job description

About the role

The CX/UX Consultant will strengthen GoGBS' capability to design and continuously improve customer and user experiences across its Service Lines. This is a one-year augmentation engagement intended to provide senior CX/UX expertise, accelerate priority interventions, establish reusable practices, and transfer capability to TrEX and the Service Lines. The role is highly collaborative and hands-on, working across TrEX and different GoGBS Service Lines. You will work directly with leaders, process owners, product or service teams, SMEs, and customers to understand experience challenges and convert them into practical improvements.

Key responsibilities

• Independently lead CX/UX engagements for selected priority services, processes, and digital or self-service experiences

• Conduct customer and user research through interviews, observation, feedback analysis, usability testing, and other appropriate research methods

• Develop customer journeys, personas, service blueprints, experience maps, and other relevant design artifacts

• Identify customer pain points, moments that matter, root causes, and improvement opportunities

• Translate research and insights into actionable recommendations and work with relevant teams to shape and validate solutions

• Introduce practical CX/UX standards, methodologies, and ways of working that can be consistently applied across GoGBS

• Develop reusable tools, templates, playbooks, guidelines, and quality criteria covering customer research, journey mapping, service design, usability testing, and experience validation

• Apply CX/UX practices to priority Service Line opportunities and demonstrate tangible improvements in customer or employee experience

• Coach and work alongside TrEX, Service Line teams, and relevant SMEs in applying CX/UX methods to real business problems

• Document methodologies, standards, key learnings, case studies, and reusable assets developed during the engagement

About you

• Strong professional experience in Customer Experience, User Experience, UX Research, Service Design, Human-Centered Design, or a related discipline

• Proven track record of designing or improving customer, employee, digital, or service experiences

• Demonstrated previous work where customer or user research directly influenced service, process, product, or experience improvements

• Hands-on experience with methodologies including customer and user research, user interviews and contextual inquiry, journey mapping, persona development, service blueprinting, usability testing, heuristic evaluation, experience or service design, prototyping and concept validation, and Voice of Customer and qualitative insight synthesis

• Ability to connect CX/UX findings with operational processes, business objectives, and measurable outcomes

• Comfortable working independently with senior stakeholders and facilitating cross-functional teams

• Ability to simplify complex customer insights and communicate them through compelling stories, visual artifacts, recommendations, and executive presentations

• Experience establishing standards, methods, playbooks, or repeatable CX/UX practices within an organization

• Demonstrated ability to coach, mentor, or transfer capability to internal teams

• Experience working in shared services, GBS, consulting, enterprise transformation, service operations, or similarly complex environments is ideal