Senior Customer Experience Consultant – Service Design

Private Advertiser; Metro Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Private Advertiser in the Philippines seeks a Senior CX/UX Consultant to lead priority CX/UX engagements, identify and prioritize customer and user experience opportunities, and build internal capability across the TrEX and Service Line teams.

The consultant will work closely with business, Process Excellence, Automation, AI, IT, and Service Line stakeholders to translate customer and user insights into actionable experience and service improvements.

Qualifications

• Bachelor's degree in a relevant field (Business, Design, HCI, Psychology, Service Design, Marketing, IT).
• 8+ years of professional experience in CX, UX, Service Design, or related disciplines.
• Proven track record leading end-to-end CX/UX engagements.

Responsibilities

• Assess current CX/UX practices, capabilities, tools, methodologies, and maturity.
• Analyze VoC inputs, customer journeys, service improvements, and priorities.
• Identify CX/UX gaps, pain points, and opportunities.
• Prioritize opportunities by customer need, value, feasibility, and strategy.
• Independently lead CX/UX engagements from discovery to recommendations.
• Conduct customer and user research including interviews and observations.
• Develop personas, journeys, service blueprints, and related artifacts.
• Conduct usability testing and heuristic evaluations.
• Develop scalable CX/UX methodology for adoption across Service Lines.
• Coach and mentor TrEX team members in applying CX/UX methods.

Skills

CX/UX leadership

User research

Journey mapping

Service design

Facilitation

Stakeholder management

Team coaching

Education

Bachelor's degree in Business, Design, HCI, Psychology, Service Design, Marketing, IT, or related field

Job description

About the role

We are seeking a Senior CX/UX Consultant to provide hands-on expertise in strengthening Customer Experience (CX) and User Experience (UX) capabilities across the organization. The role will lead priority CX/UX engagements, identify and prioritize customer and user experience opportunities, establish practical and reusable CX/UX methodologies, and build internal capability across the TrEX and Service Line teams. The consultant will work closely with business, Process Excellence, Automation, AI, IT, and Service Line stakeholders to translate customer and user insights into actionable experience and service improvements.

Key responsibilities

• Assess current CX/UX practices, capabilities, tools, methodologies, and maturity across the organization
• Analyze Voice of Customer (VoC) inputs, customer journeys, service improvement initiatives, and Service Line priorities
• Identify customer and user experience gaps, pain points, and improvement opportunities
• Evaluate and prioritize CX/UX opportunities based on customer needs, business value, feasibility, and strategic priorities
• Independently lead selected CX/UX engagements from discovery and research through validation and implementation recommendations
• Conduct customer and user research, including interviews, observation, and Voice of Customer analysis
• Develop personas, customer journeys, service blueprints, and other experience-design artifacts as appropriate
• Conduct usability testing, heuristic evaluations, and experience assessments
• Develop a practical and scalable CX/UX methodology suitable for adoption across Service Lines
• Coach and mentor TrEX team members in applying CX/UX methodologies and tools

About you

• Bachelor's degree in Business, Design, Human-Computer Interaction, Psychology, Service Design, Marketing, Information Technology, or a related field
• 8+ years of relevant professional experience in CX, UX, Service Design, Customer Research, Experience Design, or a closely related discipline
• Demonstrated experience leading end-to-end CX/UX or service design engagements
• Strong experience in customer and user research, journey mapping, service blueprinting, usability evaluation, and experience improvement
• Experience translating qualitative and quantitative customer insights into actionable business and service improvements
• Experience developing CX/UX methodologies, standards, frameworks, and reusable tools
• Demonstrated experience facilitating workshops and working with cross-functional stakeholders and senior business leaders
• Experience coaching, mentoring, or building CX/UX capability within internal teams
• Strong understanding of service design and human-centered design principles
• Excellent written and verbal communication and presentation skills