Customer Experience Consultant (temporary)

For our client, a leading international insurance group, we are looking for a Customer Experience Innovation Consultant to support the development and implementation of customer-centric initiatives across global markets.

In this role, you will help turn customer experience strategies into practical solutions that improve customer journeys, strengthen engagement and deliver measurable business value. Working at the intersection of customer insights, business strategy, design and technology, you will collaborate with cross-functional teams to identify improvement opportunities, shape innovative concepts and support their implementation across the organisation.

Key Responsibilities

• Customer Insights & Analysis: Analyse customer feedback, journey data and business information to identify customer needs, pain points and opportunities for improvement. Support the development of customer personas and journey maps.
• Customer Journey Improvement: Work with business units and local teams to improve customer journeys, develop recommendations and support implementation plans.
• CX Strategy & Innovation: Help turn customer experience priorities into practical initiatives and promote consistent customer experience standards across markets and business areas.
• Solution Design & Delivery: Collaborate with design, product and technology teams to develop and implement customer-focused solutions.
• Digital & Web Experience: Support the development of digital and web experiences through customer research, workshops and the definition of customer needs and requirements.
• Digital Platforms & Tools: Support initiatives involving digital platforms, CRM, customer data, analytics, accessibility and AI-related capabilities.
• Stakeholder Collaboration: Work closely with business teams, IT, marketing and external partners to coordinate and deliver customer experience initiatives.
• Measurement & Improvement: Help track customer and business results, such as customer satisfaction, loyalty, growth and efficiency, and identify further opportunities for improvement.

Your Profile

• Bachelor’s or Master’s degree in Design, Digital Business, Marketing, Business Administration or a related field.
• Around three years of experience in customer experience, service design, digital product management, consulting or a similar area.
• Experience supporting customer journeys or digital experience projects, from research through to implementation.
• Understanding of user research, journey mapping, design thinking and customer-focused design principles.
• Ability to analyse customer insights and business data and use them to develop practical recommendations.
• Good business understanding and an interest in linking customer experience improvements to business results.
• Familiarity with digital platforms and tools such as CRM, content management systems, customer data platforms and analytics.
• Strong communication and collaboration skills, with the ability to work with both technical and non-technical teams.
• Proactive, flexible and solution-oriented approach, with the ability to manage changing priorities.
• Willingness to learn new methods, tools and technologies.
• Fluent English; additional languages are an advantage.

Nice to Have

• Experience in insurance, financial services or another regulated industry.
• Knowledge of digital accessibility standards, such as WCAG, and inclusive design.
• Exposure to AI-based customer experience solutions.
• Experience supporting web strategy or digital platform projects

The Opportunity

• Work on customer experience initiatives within an international organisation.
• Collaborate with multidisciplinary teams across business, design and technology.
• Contribute to the development and implementation of innovative digital customer solutions.
• Help shape customer journeys and experience standards across different markets.
• Join a dynamic environment that
• Duration: Approximately 12 months