CX Consultant for Health Check & Transformation -- 2

I am looking for an experienced Customer Experience Consultant to support a 12‑week CX Health Check and Transformation project. The consultant will work remotely and collaborate with a senior team to deliver an evidence‑based review of customer operations, processes, workforce, technology utilisation and future‑state design.

Key responsibilities include:

Conducting a current-state assessment across people, process, technology, channels and performance

Reviewing the CX operating model, including workflows, governance, demand patterns and customer journeys

Performing benchmarking against public-sector and industry standards

Analysing workforce and resourcing models, including rostering, span of control and capability

Mapping end-to-end customer journeys and identifying friction, rework and bottlenecks

Completing transaction baselining, cost-to-serve analysis and root-cause identification

Assessing technology utilisation, integration, digital readiness and automation potential

Contributing to the future-state operating model and a three-year transformation roadmap

Preparing structured documentation, insights and executive-ready presentations

Required experience:

6–12 years in CX consulting, service operations, process improvement or digital transformation

Strong analytical skills (KPIs, SLAs, demand patterns, cost-to-serve)

Experience in contact centre operations, workforce management or service delivery environments

Skilled in process mapping, journey mapping and operational diagnostics

Familiarity with CRM, telephony, knowledge management and workflow systems

Excellent communication, synthesis and consulting skills
Collaboration with senior team members is critical for this role.
Public-sector or government experience is an advantage.