CX Advisory Consultant - Enterprise Public Sector, All Nexon locations

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.

Key Responsibilities Strategic Advisory & Consulting

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

Stakeholder Engagement & Facilitation

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

Experience Design & Transformation

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

Governance & Measurement

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

Collaboration & Enablement

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

Skills & Experience Required

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

Attributes & Behaviours

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

Performance Measures

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