CXUX Consultant

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Employment type:

Worksite flexibility:

CAI is a global services firm with over 9000 associates worldwide and a yearly revenue of $1.3 billion. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients colleagues and communities. As a privately held company we have the freedom and focus to do what is rightwhatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for a CX/UX Consultant to independently lead CX/UX engagements for selected priority services processes and digital or self-service experiences. This position will be full-time and hybrid in Mandaluyong City.

The successful candidate will provide senior-level CX/UX expertise lead high-priority experience improvement initiatives establish reusable frameworks and methodologies and help embed customer-centric practices across service lines. This role will work closely with business stakeholders SMEs and operational teams to improve customer and employee experiences while enabling long-term capability development
What Youll Do

• Independently lead CX/UX engagements for selected priority services processes and digital or self-service experiences
• Conduct customer and user research through interviews observation feedback analysis usability testing and other research methodologies
• Develop customer journeys personas service blueprints experience maps and other relevant design artifacts
• Identify customer pain points moments that matter root causes and improvement opportunities
• Translate research findings into actionable recommendations and collaborate with stakeholders to shape and validate solutions
• Introduce practical CX/UX standards methodologies and ways of working that can be consistently applied across the organization
• Develop reusable tools templates playbooks guidelines and quality standards for customer research journey mapping service design usability testing and experience validation
• Define and promote best practices for delivering exceptional customer and user experiences
• Support service lines in adopting and applying CX/UX standards and methodologies
• Apply CX/UX practices to priority opportunities and demonstrate tangible improvements in customer and employee experiences
• Define baseline metrics and success measures for CX/UX initiatives
• Validate outcomes using customer feedback operational performance data and research findings
• Measure and communicate the effectiveness of implemented solutions
• Coach and partner with stakeholders service line teams and SMEs in applying CX/UX methodologies to real business challenges
• Facilitate workshops hands-on learning sessions and collaborative working engagements
• Transfer knowledge tools and methodologies to internal teams throughout the engagement
• Promote a culture of customer-centric thinking and continuous improvement
• Document methodologies standards lessons learned case studies and reusable assets
• Establish sustainable CX/UX practices that can continue beyond the engagement
• Support capability transition to future CX/UX resources
• Provide structured knowledge transfer and onboarding support as needed

What Youll Need

Required:

• Strong professional experience in Customer Experience (CX) User Experience (UX) UX Research Service Design Human-Centered Design or a related discipline
• Proven track record of designing and improving customer employee digital or service experiences
• Experience conducting customer and user research that drives measurable business improvements
• Hands-on experience with customer and user research methodologies
• Experience conducting user interviews and contextual inquiry
• Expertise in journey mapping and persona development
• Experience creating service blueprints and experience maps
• Practical experience with usability testing and heuristic evaluations
• Experience in service design experience design and human-centered design methodologies
• Experience with prototyping concept validation and design testing
• Understanding of Voice of Customer programs and qualitative insight synthesis
• Ability to connect customer insights with operational processes business goals and measurable outcomes
• Strong stakeholder management and facilitation skills
• Excellent communication and presentation skills with the ability to simplify complex findings into actionable recommendations
• Experience working independently while leading cross-functional initiatives
• Proven ability to establish standards frameworks playbooks and repeatable CX/UX practices
• Experience coaching mentoring and enabling internal teams

Preferred:

• Experience working within Shared Services Global Business Services (GBS) consulting enterprise transformation or service operations environments
• Experience driving organization-wide CX/UX maturity initiatives
• Experience partnering with Process Excellence Automation AI IT and operational teams
• A portfolio or case studies demonstrating successful CX/UX engagements from research to measurable outcomes
• Experience leading both digital and non-digital service improvement initiatives

Physical Demands

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings etc.
• Ability to conduct repetitive tasks on a computer utilizing a mouse keyboard and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employment selection process please direct your inquiries to or (888).