Cx Consultant

2 days ago

Johannesburg, South Africa iqbusiness South Africa Full time

We are looking for a strategic and creative **Customer Experience Designer** for a contract within one of our Financial Services clients. We require at least **3 years of experience** in customer research, journey mapping, and experience design. This role is ideal for someone who thrives on solving complex customer challenges and is passionate about creating seamless, engaging, and impactful customer journeys across digital and physical touchpoints.

**Key Responsibilities**:

- Conduct and synthesize **customer research** using qualitative and quantitative methods.
- Lead **customer journey mapping** initiatives to identify pain points, opportunities, and areas for innovation.
- Translate customer insights into **personas, experience blueprints**, and actionable design strategies.
- Collaborate with cross-functional teams (Product, Marketing, UX/UI, Operations) to embed customer-centric thinking into business processes.
- Design and optimize **end-to-end customer experiences** across multiple channels.
- Develop and maintain **CX measurement frameworks** (e.g., NPS, CSAT, CES).
- Advocate for **customer-centric culture** and contribute to CX governance and continuous improvement.
- Support the design and enhancement of **loyalty and rewards programs** where applicable.

**Required Experience & Skills**:

- Minimum of **3 years’ experience** in CX design, customer research, or related fields.
- Strong proficiency in **journey mapping**, customer segmentation, and experience strategy.
- Familiarity with **CX tools** such as Miro, Smaply, Qualtrics, Medallia, or similar.
- Excellent communication and stakeholder engagement skills.
- Ability to work independently and collaboratively in a fast-paced, agile environment.
- Experience in **design thinking**, service design, or behavioral science is advantageous.

**Preferred Qualifications**:

- Degree or certification in **CX, UX, Psychology, Marketing, Design, or related field**.
- Experience in industries such as **financial services, retail, telecommunications, or consulting**.
- Exposure to **governance, compliance**, and strategic CX frameworks is a plus.
- Please note: As all IQbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID and qualification verification_
- IQbusiness is committed to sustainable growth and transformation, we embrace diversity and employ previously disadvantaged individuals_

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