CX Management Consultant

Overview

Join HNW Research and Management Consultancy as aConsultant, where you'll play a vital role in crafting impactful, human-centered experiences. Collaborate with cross-functional teams to research, design, and optimize end-to-end service experiences that drive value and innovation.

Responsibilities

• Conduct in-depth user research to gain insights into user needs, preferences, and pain points using various research methods (qualitative and quantitative).
• Design and facilitate interactive workshops using design thinking principles to foster collaboration, align stakeholders, and generate creative solutions.
• Develop comprehensive customer journey maps, and process flows to visualize customer interactions and identify areas for enhancement and innovation.
• Create and iterate on prototypes, conduct user testing, and integrate feedback to continuously improve service designs.
• Collaborate closely with cross-functional teams, including product, engineering, and business units, ensuring alignment and seamless execution of service initiatives.
• Develop and deliver presentations with compelling storytelling and data visualization to effectively communicate insights and strategies to stakeholders.
• Stay informed on industry trends, best practices, and emerging tools to bring innovative approaches to the team.

Qualifications

• Bachelor's in Industrial Engineering or Design Management, Master's in Engineering Systems Management, or a related field.
• Minimum of 2 years of experience in Consultancy, Service Design, Strategy Development, or a related role.
• Proficiency in design thinking methodologies, with proven experience in applying them to real-world challenges.
• Strong analytical and problem-solving skills, capable of interpreting data to create actionable insights.
• Exceptional communication skills, with the ability to present ideas effectively and persuasively, both in written and verbal formats.
• Expertise in creating polished presentations and storytelling through slides, with advanced Excel skills for data management and analysis.