Customer Experience Consultant (CX Health Check & Transformation)

Role & responsibilities

• Conduct a current-state assessment across people, process, technology, channels, demand and performance.
• Review the customer experience operating model, including workflows, governance, decision rights, channel usage and service delivery framework.
• Map end-to-end customer journeys to identify friction, bottlenecks, rework, manual intervention and upstream causes of customer effort.
• Perform benchmarking of KPIs, SLAs, customer satisfaction, service levels and operational maturity against industry and public-sector standards.
• Analyse workforce and resourcing models, including demand patterns, rostering efficiency, span of control, multi-skilling and capability alignment.
• Conduct transaction baselining to assess complexity, handling effort, cost-to-serve, repeat contact and avoidable demand.
• Trace customer feedback, complaints and digital request themes to operational root causes and improvement opportunities.
• Evaluate technology utilisation, system integration, digital adoption, automation readiness and under-used capability.
• Support the design of the future-state CX operating model, including workforce, governance, channel strategy and technology ecosystem.
• Contribute to a prioritised three-year transformation roadmap, including recommendations, benefits, owners, dependencies and KPIs.
• Prepare structured reports, insights, dashboards and executive-ready presentations.
• Work independently with remote teams, manage deliverables and maintain high-quality consulting output.

Preferred candidate profile

• 12 years of experience in Customer Experience (CX), Service Operations, Business Consulting, Analytics, or Process Improvement.
• Strong background in CX assessments, operating model review, process mapping, journey mapping, and workflow analysis.
• Experience working in contact centres, service delivery environments, public-sector operations, or large service organisations.
• Proven ability to analyse KPIs, SLAs, demand patterns, cost-to-serve, repeat contact, and operational performance.
• Hands-on experience with benchmarking, maturity assessments, gap analysis, and diagnostic studies.
• Skilled in data analysis, research, insight synthesis, and preparing structured consulting deliverables.
• Familiarity with CRM, telephony, knowledge management, digital self-service, and workflow systems.
• Strong understanding of digital adoption, automation readiness, and technology utilisation.
• Excellent communication, documentation, and executive presentation skills.
• Ability to work independently, manage deliverables, and collaborate with remote teams.
• Candidates with experience in consulting firms, KPOs, analytics organisations, CX teams, or service operations are highly preferred.
• Certifications in Lean, Six Sigma, Service Design, CX, or Process Excellence are an added advantage.
• Based anywhere in India Delhi NCR, Bangalore, Hyderabad, Pune, Mumbai preferred due to talent density.

Perks and benefits

• Remote Work Flexibility Work from anywhere in India with complete location independence.
• International Consulting Exposure – Opportunity to work on global projects and collaborate with senior consultants based overseas.
• High-Impact Work – Your insights directly shape operating models, customer journeys, and transformation roadmaps.