CX Advisory Consultant - Enterprise Public Sector, All Nexon locations

Job Description

The CX Advisory Consultant plays a strategic role in guiding clients through the design, implementation, and optimisation of their Customer Experience (CX) and Employee Experience (EX) strategies. Acting as a trusted advisor, this role partners with senior stakeholders to align business objectives with transformative CX/EX outcomes, ensuring that organisations deliver value to both customers and employees while realising measurable business impact.

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Key Responsibilities

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Strategic Advisory & Consulting

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• Partner with executives and senior leaders to co-create CX and EX strategies that align with organisational objectives.
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• Provide thought leadership on emerging CX/EX trends, technologies, and best practices.
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• Translate business goals into measurable CX/EX roadmaps and frameworks.
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Stakeholder Engagement & Facilitation

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• Lead discovery sessions, workshops, and executive briefings to uncover pain points, opportunities, and strategic priorities.
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• Build strong, trusted relationships with client stakeholders at all levels (C‐suite, functional leaders, frontline managers).
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• Influence decision‐making by providing data‐driven insights and industry benchmarks.
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Experience Design & Transformation

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• Assess current‐state customer and employee journeys, identifying key friction points and opportunities for improvement.
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• Guide clients in redesigning journeys, processes, and engagement models across digital, voice, and hybrid channels.
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• Support the integration of AI, automation, and advanced analytics to enhance customer and employee experiences.
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Governance & Measurement

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• Define CX/EX governance models, including ownership, prioritisation, and continuous improvement cycles.
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• Develop measurement frameworks, KPIs, and scorecards to track progress and ROI.
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• Ensure alignment with compliance, regulatory, and organisational risk frameworks.
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Collaboration & Enablement

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• Partner with internal delivery teams to ensure strategic intent is carried through into execution.
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• Enable client teams through coaching, knowledge transfer, and capability uplift.
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• Contribute to internal knowledge assets, thought leadership, and practice development.
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Skills & Experience Required

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• Strategic Consulting – Proven experience in CX/EX strategy design, business transformation, or management consulting.
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• Industry Knowledge – Deep understanding of customer experience and employee engagement best practices, including CX frameworks (e.g., NPS, CSAT, VoC, EX benchmarking).
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• Analytical Capability – Ability to use data and insights to drive recommendations, including experience with journey analytics, contact centre data, and workforce metrics.
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• Facilitation & Communication – Exceptional skills in leading workshops, executive presentations, and cross‐functional discussions.
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• Change Leadership – Experience in influencing cultural, process, and technology‐driven change in large, complex organisations.
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• Technology Awareness – Understanding of CX platforms (e.g., Genesys, ServiceNow, Salesforce) and how they support strategic outcomes.
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Attributes & Behaviours

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• Strategic thinker with a commercial mindset.
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• Trusted advisor who builds credibility quickly with clients and peers.
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• Collaborative team player who thrives in a cross‐functional environment.
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• Curious, adaptable, and passionate about delivering meaningful CX/EX outcomes.
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• Outcome‐driven, with strong accountability for delivering measurable impact.
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Performance Measures

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• Client satisfaction and NPS/relationship health.
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• Delivery of CX/EX strategy roadmaps and measurable business outcomes.
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• Growth of advisory opportunities and client engagement.
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• Contribution to internal capability building and thought leadership.
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