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Customer Experience Consultant

United Kingdom, Manchester · Job Posted March 14, 2026
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Job Description

We are seeking an experienced consultant to help us design the future customer experience model for our organisation. We have a clear ambition to become a genuinely customer-first organisation, placing customer insight, experience, and outcomes at the heart of how we design services, products, and delivery. Customer experience activity currently exists across multiple teams and touchpoints. We are now looking to define a coherent, organisation-wide approach, supported by a dedicated customer experience function with clear mandate, capability, and measurable impact.

Job Responsibility

  • Audit existing customer experience structures, workflows, and fragmented activities across the Group
  • Define the future-state model, including core competencies, headcount, and reporting lines
  • Evaluate and recommend the essential technology stack and performance KPIs
  • Develop a phased roadmap identifying quick wins and critical path dependencies

Requirements

  • Proven experience in designing customer experience operating models
  • Proven experience in embedding customer-led ways of working across complex organisations
  • Proven experience in translating customer experience strategy into practical organisational design
  • Proven experience in defining customer experience governance, capability, and measurement frameworks
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