Customer Experience Consultant

Customer Experience consultant is required to help a global manufacturing business interact more effectively with their customers by carrying out an end to end Customer Journey mapping exercise across their entire operation

It will be your responsibility to carry out a customer journey mapping exercise across the entire business inc Credit Control, Manufacturing, Products, Logistics + all other touch points to help conceptualize processes in line with their Customer Journey & Customer Experience. Historically the business has been very product driven so there will be inevitable challenges here around engaging the stakeholder community who will be resistant to change - some of the staff have been on board for over 30 years. Excellent Stakeholder Management skills will be required here but with a passionate & innovative approach in order to engage them and gain buy-in - this will be essential in order to achieve a successful delivery.

As Customer Experience consultant you will need to map out the as-is processes and create the to-be to identify where the gaps are and where improvements can clearly be made. This information will help the board decide where to invest in order to be more customer focused and really put the customer at the heart of their business. Previous experience of mapping out the entire customer journey end to end for a large European or Global organisation will be paramount as well as having hands on Change Management skills and proven experience of overcoming the associated challenges around Cultural Change