We are seeking a Customer Experience (CX) Strategist on a 1-year renewable contract to shape and elevate end-to-end experiences across services and platforms. This role isn't only about designing workflows - it's about analysing insights, facilitating workshops, and breaking down complex processes to create actionable, people-centred solutions. You'll work alongside a collaborative team that values both all-rounders and specialists with complementary strengths.
Key Responsibilities
- Define CX strategy and frameworks that align with organisational objectives.
- Lead research and facilitate workshops to uncover insights, align stakeholders, and co-create solutions.
- Map customer and employee journeys to identify systemic improvements and opportunities.
- Translate complex operational processes into clear, human-centred experiences.
- Establish CX KPIs (satisfaction, loyalty, engagement) and drive continuous improvement.
- Partner with stakeholders across business and technology functions to embed CX thinking into strategy and execution.
Qualifications
- 3+ years experience in CX strategy, service design, or related field.
- Strong UX foundation - skilled in research, facilitation, and process simplification.
- Proven ability to align diverse stakeholders and lead co-creation.
- People-oriented, collaborative, and comfortable supporting teammates with complementary skills.
- Track record in delivering measurable CX improvements.
Interview Process
- Assignment submission is required to be considered for interview.
- Shortlisted candidates will attend a 60-minute interview:
30 mins: General interview with the hiring team.
30 mins: Technical showcase of your assignment.
