Customer Experience Consultant

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Company Description

Devoteam is a leading consulting firm focused on digital strategy, tech platforms and cybersecurity. By combining creativity, tech and data insights, we empower our customers to transform their business and unlock the future. With 25 years’ experience and more than 8,500 employees across Europe, the Middle East and Africa, Devoteam promotes responsible tech for people and works to create better change.

Creative tech for Better Change.

Job Description

As a Customer Experience (CX) Consultant, you will play a pivotal role in enhancing customer satisfaction and loyalty by analyzing and optimizing every touchpoint of the customer journey. You will collaborate with cross-functional teams to develop strategies and implement initiatives aimed at improving the overall customer experience. Through your expertise in CX methodologies and data-driven insights, you will drive meaningful change and foster a customer-centric culture within the organization.

Responsibilities :

• Conduct thorough assessments of current customer experiences across all channels and touchpoints.
• Develop comprehensive CX strategies and roadmaps aligned with business objectives and customer needs.
• Utilize customer feedback, journey mapping, and data analytics to identify pain points and opportunities for improvement.
• Collaborate with internal stakeholders to prioritize and implement initiatives that enhance the end-to-end customer journey.
• Design and implement measurement frameworks and KPIs to track the effectiveness of CX initiatives and drive continuous improvement.
• Provide guidance and support to teams across the organization to ensure consistency and alignment with CX goals and standards.
• Stay updated on industry trends, best practices, and emerging technologies in the field of customer experience.
• Lead training sessions and workshops to educate teams on CX principles and methodologies.
• Serve as a trusted advisor to senior leadership, providing insights and recommendations to drive strategic decision-making and business growth.

Qualifications :

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Consulting

Industries

Business Consulting and Services

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