Customer / Beneficiary Experience Consultant - Freelance

We are looking for a Customer / Beneficiary Experience Consultant to support the design and enhancement of end-to-end beneficiary journeys and improve overall service experience.

This role is a freelance, project-based engagement and does not constitute a full-time employment position.

Key Responsibilities:

• Analyze and design beneficiary/customer journeys.
• Identify pain points and improvement opportunities across services.
• Develop experience improvement initiatives and service design solutions.
• Collaborate with stakeholders to enhance service quality and satisfaction.
• Prepare experience reports, insights, and recommendations.

Requirements:

• 5+ years of experience in customer experience (CX), service design, or UX-related roles.
• Experience in journey mapping and experience improvement initiatives.
• Strong analytical, facilitation, and communication skills.
• Experience in consulting or government-related projects is a plus.