Client Experience Consultant

CLIENT EXPERIENCE CONSULTANT

A leading organisation in Makati is seeking a Client Experience Consultant to champion the voice of the customer and drive meaningful improvements across all touchpoints. This role offers you the opportunity to shape how customers interact with the business, ensuring their needs are not only heard but acted upon. You will be at the forefront of implementing real-time feedback systems, collaborating with cross-functional teams, and embedding human-centred design principles into daily operations. If you are passionate about elevating customer experiences and thrive in an environment that values empathy, collaboration, and continuous improvement, this position provides a unique platform for your talents. Enjoy flexible working opportunities and become part of a supportive team dedicated to making a genuine difference in customer satisfaction and loyalty.

* Play a pivotal role in transforming customer feedback into actionable insights that directly influence business strategy and service delivery.
* Collaborate closely with diverse teams to ensure every customer interaction aligns with the highest standards of care and empathy, fostering long-term loyalty.
* Benefit from flexible working arrangements and ongoing training opportunities within an inclusive environment that prioritises professional growth and knowledge sharing.

What you'll do:

As a Client Experience Consultant, you will immerse yourself in understanding what matters most to customers by managing sophisticated feedback mechanisms that capture their voices in real time. Your day-to-day activities will involve close collaboration with colleagues from different departments as you analyse data, facilitate workshops, and guide teams through action planning sessions. By maintaining up-to-date journey maps and ensuring service recovery protocols are robust, you will help create seamless experiences that delight customers at every stage. Your ability to bring together insights from multiple sources will be crucial in designing initiatives that not only resolve pain points but also anticipate future needs. Through your efforts in promoting human-centred design thinking internally, you will foster a culture where every team member feels empowered to contribute towards exceptional service delivery.

* Own and manage the real-time Customer Satisfaction survey process for key touchpoints, ensuring alignment with both group standards and local market requirements while partnering with technology providers for seamless implementation.
* Work collaboratively with touchpoint owners to provide access to survey results, delivering comprehensive training to team members on analysis techniques and effective action planning based on customer feedback.
* Establish a robust listen-learn-act framework that enables continuous improvement by systematically collecting real-time feedback, facilitating discussions around survey results, and driving immediate actions based on customer comments.
* Facilitate deep-dive analytics of customer feedback alongside experience and business metrics to uncover root causes of issues as well as identify new opportunities for enhancement.
* Partner with stakeholders across various functions to co-design, develop, and implement targeted action plans aimed at improving both customer and distributor experiences throughout the organisation.
* Maintain and regularly update detailed business-unit level customer journey maps, ensuring all action plans and new initiatives remain aligned with the desired customer experience vision.
* Ensure effective service recovery processes are in place across multiple sources and touchpoints, addressing negative feedback promptly to restore trust and satisfaction.
* Collaborate with Experience Design teams to integrate Human-Centred Design methods into everyday operations, promoting empathy-driven solutions throughout the enterprise.
* Develop and execute internal campaigns designed to promote awareness of Customer Experience best practices within the organisation, advocating for a culture centred on customer care.
* Undertake additional responsibilities as periodically assigned by supervisors to support operational excellence or address emerging organisational needs.

What you bring:

To excel as a Client Experience Consultant, your background should reflect hands-on involvement in managing end-to-end feedback processes within sizeable organisations where stakeholder engagement is key. Your interpersonal skills will enable you to connect meaningfully with colleagues from various disciplines while guiding them through change initiatives rooted in empathy. A keen eye for detail combined with strong analytical capabilities will allow you to interpret complex data sets accurately—translating these insights into clear recommendations that drive measurable improvements. Your familiarity with human-centred approaches will help embed a culture of care throughout the business. Additionally, your ability to communicate persuasively ensures everyone understands the value of putting customers first. Flexibility in adapting to shifting priorities while maintaining a commitment to quality outcomes rounds out your profile as an ideal candidate for this impactful role.

* Demonstrated experience in managing customer feedback systems or similar platforms within a large-scale organisation, showcasing your ability to translate insights into practical improvements.
* Proven track record of facilitating cross-functional collaboration among diverse stakeholders to deliver cohesive action plans that enhance overall customer experience.
* Strong analytical skills enabling you to conduct deep-dive analyses of qualitative and quantitative data sets related to customer sentiment, behaviour, and business outcomes.
* Excellent communication abilities allowing you to present findings clearly, train team members effectively, and advocate persuasively for change initiatives across all levels of the organisation.
* Familiarity with Human-Centred Design methodologies or similar frameworks used for developing empathetic solutions tailored to user needs within complex environments.
* Experience maintaining detailed journey maps or process documentation that inform strategic decision-making around service enhancements or recovery protocols.
* Ability to develop engaging internal campaigns or training programmes that build awareness of best practices in Customer Experience management among staff members.
* A collaborative mindset paired with high emotional intelligence ensures you can nurture positive relationships while navigating sensitive feedback scenarios constructively.
* Adaptability in taking on new tasks or projects as required by evolving organisational priorities without losing focus on core objectives.

What sets this company apart:

This organisation stands out for its unwavering commitment to placing customers at the heart of everything it does. With a reputation for nurturing talent through comprehensive training opportunities and encouraging knowledge sharing across teams, employees benefit from an environment where personal growth is actively supported. Flexible working arrangements further enhance work-life balance while fostering inclusivity—ensuring everyone feels valued regardless of their background or experience level. The company’s dedication to continuous improvement means your contributions will have tangible impact not just on individual customers but on broader business success as well. By joining this team, you become part of a network that celebrates collaboration, compassion, and shared achievement every step of the way.

What's next:

If you are ready to make a lasting difference by shaping exceptional client experiences within an inclusive workplace, this is your chance to shine—apply now!

Apply today by clicking on the link provided.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.