Consultant, Customer Experience

About the role

The Consultant, Customer Experience will ensure that our service standards are defined, understood, and consistently applied across the entire network. You will work closely with service touch‑points to guarantee optimal delivery and develop recovery strategies when service failures occur.

Key responsibilities

• Define, communicate and monitor adherence to service standards across all network locations.
• Design and implement recovery strategies for service failures and oversee service monitoring at various customer touch‑points.
• Coordinate service measurement initiatives such as ISS, mystery shopping, and Voice of Customer surveys.
• Track, analyse and report trends of exceptions and exceptional service incidents.
• Engage stakeholders post‑measurement (e.g., after mystery shopping or ISS) to drive continuous improvement.

Required profile

• BSc in a relevant field (any discipline accepted).
• Professional certification is a plus.
• Minimum of 5 years’ experience in customer‑experience or customer‑facing roles.

Required skills

• Proficiency in Microsoft Excel.
• Proficiency in Microsoft PowerPoint.

What we offer

• Opportunity to shape service quality across a large network.
• Collaborative environment with cross‑functional stakeholders.