Location : Manila, Philippines (Onsite)
Employement Type : Full-Time
Experience Required : Minimum 5 years
Industry : BPO / Customer Experience / Consulting / Contact Center
Role Overview :
We are seeking a dynamic and experienced Customer Experience (CX) Consultant to join our team in Manila. This onsite role requires a strong understanding of CX strategy, customer journey mapping, and contact center operations especially for international clients. The ideal candidate will have a passion for improving the customer journey and delivering measurable business value through CX innovation.
Key Responsibilities :
- Analyze and assess customer journeys, touchpoints, and interactions across channels for international clients
- Design and recommend CX improvement strategies, leveraging insights from customer data, VOC (Voice of Customer), and market trends
- Support clients in implementing CX initiatives across digital, voice, and in-person channels
- Facilitate workshops and collaborate with cross-functional teams (operations, technology, quality, and training) to drive transformation
- Create and present business cases, CX roadmaps, and strategic recommendations to client stakeholders
- Provide ongoing CX consulting support post-implementation to ensure adoption, performance tracking, and continuous improvement
- Stay current with global CX trends, customer behavior shifts, and relevant technologies
- Contribute to RFP responses, solutioning efforts, and pre-sales discussions as needed
Requirements :
- Minimum 5 years of experience in customer experience, service design, or contact center operations
- Proven experience working with international clients (US, UK, ANZ, etc.) in a BPO, consulting, or service design role
- Strong analytical and problem-solving skills with the ability to translate data into actionable CX insights
- Familiarity with CX tools (e.g., journey mapping, VOC platforms, CRM systems, NPS/CSAT tracking)
- Excellent communication and presentation skills, especially in client-facing roles
- Ability to manage multiple client engagements and priorities simultaneously
- Bachelor’s degree in Business, Marketing, Communications, or related field preferred
- Experience in digital CX, automation, or AI-enabled solutions is a plus
What we offer :
- Competitive salary and performance incentives
- Opportunities to work with leading global brands and CX leaders
- A collaborative and customer-obsessed work culture
- Exposure to cutting-edge CX technologies and transformation programs