CX/UX Consultant

CX/UX Consultant Req number: R8659 Employment type: Full time Worksite flexibility: Hybrid Who we are CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities.

As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary As a CX/UX Consultant, you will strengthen organizational capability to design and continuously improve customer and user experiences across multiple service lines. You will lead priority CX/UX initiatives, establish scalable experience design practices, drive measurable business and customer outcomes, and build sustainable internal capability through coaching, collaboration, and knowledge transfer.

Job Description We are looking for a CX/UX Consultant to independently lead CX/UX engagements for selected priority services, processes, and digital or self-service experiences. This position will be full-time and hybrid in Pasig City.

The successful candidate will provide senior-level CX/UX expertise, lead high-priority experience improvement initiatives, establish reusable frameworks and methodologies, and help embed customer-centric practices across service lines. This role will work closely with business stakeholders, SMEs, and operational teams to improve customer and employee experiences while enabling long-term capability development.

What You'll Do Independently lead CX/UX engagements for selected priority services, processes, and digital or self-service experiences Conduct customer and user research through interviews, observation, feedback analysis, usability testing, and other research methodologies Develop customer journeys, personas, service blueprints, experience maps, and other relevant design artifacts Identify customer pain points, moments that matter, root causes, and improvement opportunities Translate research findings into actionable recommendations and collaborate with stakeholders to shape and validate solutions Introduce practical CX/UX standards, methodologies, and ways of working that can be consistently applied across the organization Develop reusable tools, templates, playbooks, guidelines, and quality standards for customer research, journey mapping, service design, usability testing, and experience validation Define and promote best practices for delivering exceptional customer and user experiences Support service lines in adopting and applying CX/UX standards and methodologies Apply CX/UX practices to priority opportunities and demonstrate tangible improvements in customer and employee experiences Define baseline metrics and success measures for CX/UX initiatives Validate outcomes using customer feedback, operational performance data, and research findings Measure and communicate the effectiveness of implemented solutions Coach and partner with stakeholders, service line teams, and SMEs in applying CX/UX methodologies to real business challenges Facilitate workshops, hands-on learning sessions, and collaborative working engagements Transfer knowledge, tools, and methodologies to internal teams throughout the engagement Promote a culture of customer-centric thinking and continuous improvement Document methodologies, standards, lessons learned, case studies, and reusable assets Establish sustainable CX/UX practices that can continue beyond the engagement Support capability transition to future CX/UX resources Provide structured knowledge transfer and onboarding support as needed What You'll Need Required: Strong professional experience in Customer Experience (CX), User Experience (UX), UX Research, Service Design, Human-Centered Design, or a related discipline Proven track record of designing and improving customer, employee, digital, or service experiences Experience conducting customer and user research that drives measurable business improvements Hands-on experience with customer and user research methodologies Experience conducting user interviews and contextual inquiry Expertise in journey mapping and persona development Experience creating service blueprints and experience maps Practical experience with usability testing and heuristic evaluations Experience in service design, experience design, and human-centered design methodologies Experience with prototyping, concept validation, and design testing Understanding of Voice of Customer programs and qualitative insight synthesis Ability to connect customer insights with operational processes, business goals, and measurable outcomes Strong stakeholder management and facilitation skills Excellent communication and presentation skills with the ability to simplify complex findings into actionable recommendations Experience working independently while leading cross-functional initiatives Proven ability to establish standards, frameworks, playbooks, and repeatable CX/UX practices Experience coaching, mentoring, and enabling internal teams Preferred: Experience working within Shared Services, Global Business Services (GBS), consulting, enterprise transformation, or service operations environments Experience driving organization-wide CX/UX maturity initiatives Experience partnering with Process Excellence, Automation, AI, IT, and operational teams A portfolio or case studies demonstrating successful CX/UX engagements from research to measurable outcomes Experience leading both digital and non-digital service improvement initiatives Physical Demands Ability to safely and successfully perform the essential job functions Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor Reasonable accommodation statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.