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Metro location and recognised multinational increase competition, but CX researcher niche limits applicant density.
Medium—CX research skills are transferable, though healthcare and service-management experience helps.
Medium—expects CX methodology skills, relevant education, and strong communication rather than strict years.
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Design, develop, and continuously improve end-to-end customer journeys across Service Line partnerships and GBS.
Develop and evolve Customer Journey Mapping strategy including standards, tools, and best practices.
Analyze customer experiences using qualitative and quantitative data and collaborate with stakeholders to implement actionable improvements.
Strong knowledge of Customer Experience (CX) methodologies.
Experience or education in Experience Design, Marketing, or Research related fields.
English proficiency at C1/C2 level.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in observing, understanding, and analyzing user behavior, needs, and emotions within customer experience contexts.
Able to collaborate closely with service line partners, designers, researchers, and developers.
Familiarity or experience in Service Management or IT Service environments is a plus.