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Customer Experience Consultant

Due date: 31/01/2026
Hà Nội
Full time

JOB DESCRIPTION

Customer Experience (CX) Consultant

1. Job Objective

Consult, design, and implement customer experience (CX) solutions for enterprises to optimize customer journeys, enhance satisfaction, and drive business growth through digital transformation and advanced technologies.

2. Key Responsibilities

a. Customer Journey Research & Analysis

  • Collect and analyze customer journey data, touchpoints, behaviors, and emotions (Customer Journey Mapping).

  • Identify pain points and improvement opportunities across enterprise customer experiences.

  • Generate actionable insights to support the development of data-driven and technology-driven CX solutions.

b. CX Solution Consulting & Strategy Development

  • Consult B2B clients on strategies to enhance user experience, customer service, and digital channels.

  • Develop end-to-end CX models: journey design, service design, personalization, automation, and engagement (CRM, chatbot, omni-channel, loyalty platforms, etc.).

  • Propose digital transformation strategies to help clients apply AI, automation, and data analytics in customer relationship management.

c. Project Implementation & Client Success

  • Collaborate with technical, product, and marketing teams to implement CX solutions.

  • Manage project timelines, monitor quality, and ensure solution effectiveness and customer satisfaction.

  • Provide training and guidance to clients on CX tools, platforms, and best practices.

d. Internal Capability Development & CX Knowledge Building

  • Stay updated on global CX trends, methodologies, and emerging technologies.

  • Recommend frameworks, tools, and measurement models (NPS, CES, CSAT, etc.).

  • Develop consulting materials, playbooks, methodologies, and best practices for enterprise clients.

 

JOB REQUIREMENTS

Qualifications & Experience

  • Bachelor’s degree in Information Technology, Business Administration, Marketing, Communications, or related fields.

  • Minimum 2–3 years of experience in CX consulting, IT consulting, CRM implementation, or digital transformation.
    Candidates with an IT or B2B consulting background are highly preferred.

Skills & Competencies

  • Strong understanding of digital technologies and CX/CRM/Marketing Automation/Contact Center platforms.

  • System thinking, data analysis capability, and ability to translate insights into practical solutions.

  • Excellent communication, consulting, presentation, and project management skills.

  • Ability to develop proposals, solution documents, and collaborate with cross-functional teams.

  • Prefer candidates with experience in consulting, enterprise technology, SaaS, telecommunication, fintech, or IT solution companies.

Personal Traits

  • Passion for creating meaningful value for end-users.

  • Creative, logical, and empathetic toward customer needs.

  • Agile, fast-learning, and enthusiastic about technology and innovation.

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