CX (Senior) Consultant

Customer Experience (CX) Senior Consultant

Location: Abu Dhabi, Onsite

Sector: Utilities (preferred)

Languages Required: English & Arabic (Bilingual)

About the Role

We are seeking 12 experienced Customer Experience (CX) Consultants to support the delivery of a

CSAT survey and assessment initiative for a major utilities client. Selected consultants will play a key role

in gathering, analyzing, and presenting customer feedback to inform journey enhancements and CX

improvements.

Key Responsibilities

Collaborate with internal teams and client stakeholders to define survey goals, target customer

segments, and distribution strategies.

Design, deploy, and manage CSAT and related feedback surveys using industry-standard tools.

Conduct data analysis (qualitative and quantitative) to uncover trends, pain points, and actionable

insights.

Facilitate stakeholder interviews and discovery sessions to understand customer touchpoints and

operational workflows.

Benchmark current CSAT results against industry best practices and performance standards.

Develop clear, actionable recommendations for improving customer experience.

Create and deliver executive-level reports and presentations summarizing findings and proposed

enhancements.

Coordinate with data analysts, service designers, and customer service teams to support project

delivery.

Qualifications & Experience

46 years of experience in Customer Experience, Customer Insights, or related consulting roles.

Solid knowledge of CX measurement frameworks (CSAT, NPS, CES).

Hands-on experience with survey platforms such as Qualtrics, Medallia, or SurveyMonkey.

Familiarity with customer journey mapping and/or service design methodologies.

Understanding of contact center operations and customer-facing processes.

Strong analytical skills with proficiency in Excel, PowerPoint, and data visualization tools.

Prior consulting experience within the utilities or regulated sectors is highly preferred.

Excellent communication and stakeholder engagement abilities.

Ability to synthesize complex data into compelling business insights.

The Meydan Hotel

Grandstand, 6th Floor

Nad al Sheba, Dubai

04 551 9884 / 055 60 44412