CX/UX Consultant

CX/UX Consultant

Req number:
R8659

Employment type:
Full time

Worksite flexibility:
Hybrid
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Who we are

CAI is a global services firm with over 9,000 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 right—whatever 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
As a CX/UX Consultant, you will strengthen organizational capability to design and continuously improve customer and user experiences across multiple service lines. You will lead priority CX/UX initiatives, establish scalable experience design practices, drive measurable business and customer outcomes, and build sustainable internal capability through coaching, collaboration, and knowledge transfer.

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 You'll 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 You'll 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 [email protected] or (888) 824 – 8111.