Senior CX/UX Consultant — Service Design Lead

Private Advertiser

Metro Manila

Sur place

PHP 1 800 000 - 3 000 000

Plein temps

14 jours+

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Résumé du poste

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.

Responsabilités

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.