Customer Experience Business Consultant Lead
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Description and Requirements
Key responsibilities
Regional CX strategy and advisory
· Execute the global CX strategy across Asia Pacific PCSD and ISG, translating enterprise priorities into a focused regional agenda.
· Act as a strategic advisor to regional and business leaders by framing customer issues, business implications, risks, and recommended decisions.
· Identify emerging customer-experience opportunities and systemic barriers across journeys, markets, segments, and business groups.
· Promote consistent CX standards and maturity while accounting for local market, customer, and channel differences across Asia Pacific.
Voice of Customer, analytics, and insight
· Synthesize survey feedback, verbatim comments, operational data, account signals, and research into defensible insights and prioritized opportunities.
· Use AI-assisted and advanced analytical approaches to accelerate theme detection, segmentation, root-cause exploration, and executive reporting, with appropriate validation and human judgment.
· Differentiate customer symptoms from underlying process, product, service, delivery, or ownership issues and identify cross-functional dependencies.
· Maintain transparent methodologies, base sizes, assumptions, and limitations so findings can withstand leadership review.
Governance and action-plan enablement
· Lead the CX governance cadence for Asia Pacific PCSD and ISG, including preparation for Business Critical and other executive reviews.
· Guide regional and functional owners in defining clear actions, milestones, measures, dependencies, and escalation paths tied to customer priorities.
· Monitor progress, challenge stalled or weak plans, identify gaps, and escalate decisions or barriers requiring leadership intervention.
· Maintain an integrated view of significant CX actions and outcomes without transferring business ownership to the CX function.
Journey improvement and closed-loop management
· Apply journey-management methods to identify friction, moments that matter, handoff failures, and opportunities for experience redesign.
· Facilitate cross-functional workshops that move teams from customer evidence to root causes, solution options, and accountable next steps.
· Strengthen closed-loop practices by connecting customer feedback with action, communication, and measurable follow-through.
· Partner with global teams to reuse proven solutions and scale regional learning across PCSD and ISG.
Measurement, impact, and executive communication
· Monitor CX KPIs, leading indicators, action-plan health, and relevant operational or financial measures to evaluate progress.
· Support annual target-setting and ensure metrics are interpreted in context rather than treated as stand-alone scores.
· Assess the contribution and evidence of impact from CX-enabled changes, recognizing when direct financial attribution is not possible.
· Create concise executive narratives, dashboards, and recommendations that clarify what changed, why it matters, and what leaders need to do next.
Capability building and innovation
· Build CX capability among consultants, focals, and partner teams through coaching, reusable methods, playbooks, and communities of practice.
· Stay current on CX, analytics, AI, research, journey management, and governance practices; recommend practical improvements to team methods and tools.
· Improve repeatability and efficiency by standardizing high-value analyses, prompts, templates, and governance artifacts while protecting data and quality standards.
Experience and qualifications
· Bachelor’s degree in business, marketing, analytics, research, or related field; advanced degree or recognized CX certification (Certified Customer Experience Professional) preferred.
· Experience in Customer Experience, business consulting, insights, strategy, operations, or a related discipline within a complex global or regional organization.
· Demonstrated ability to influence senior leaders and cross-functional teams without direct authority.
· Strong quantitative and qualitative analytical skills, including the ability to integrate multiple data sources and distinguish evidence from assumptions.
· Experience converting customer insights into prioritized actions, governance mechanisms, and measurable improvement plans.
· Working knowledge of customer-listening platforms, analytics and visualization tools, Power BI, Microsoft 365, and AI-enabled analysis workflows.
· Executive-level communication and storytelling skills, with the ability to simplify complex issues and make recommendations decision-ready.
· Strong facilitation, consulting, and co-creation skills across diverse cultures, markets, and functions.
· Ability to balance strategic thinking with disciplined execution, manage multiple priorities, and operate effectively in ambiguity.
· Experience supporting both product-led and infrastructure, solutions, or services-oriented businesses is preferred.
· Fluency in English required; additional Asia Pacific language capability is an advantage.
Leadership capabilities
· Customer advocacy grounded in business context
· Enterprise thinking across functions and journeys
· Constructive challenge and influence without authority
· Analytical rigor and intellectual curiosity
· Cultural agility and regional sensitivity
· Bias for action, transparency, and measurable follow-through
Key responsibilities
Regional CX strategy and advisory
· Execute the global CX strategy across Asia Pacific PCSD and ISG, translating enterprise priorities into a focused regional agenda.
· Act as a strategic advisor to regional and business leaders by framing customer issues, business implications, risks, and recommended decisions.
· Identify emerging customer-experience opportunities and systemic barriers across journeys, markets, segments, and business groups.
· Promote consistent CX standards and maturity while accounting for local market, customer, and channel differences across Asia Pacific.
Voice of Customer, analytics, and insight
· Synthesize survey feedback, verbatim comments, operational data, account signals, and research into defensible insights and prioritized opportunities.
· Use AI-assisted and advanced analytical approaches to accelerate theme detection, segmentation, root-cause exploration, and executive reporting, with appropriate validation and human judgment.
· Differentiate customer symptoms from underlying process, product, service, delivery, or ownership issues and identify cross-functional dependencies.
· Maintain transparent methodologies, base sizes, assumptions, and limitations so findings can withstand leadership review.
Governance and action-plan enablement
· Lead the CX governance cadence for Asia Pacific PCSD and ISG, including preparation for Business Critical and other executive reviews.
· Guide regional and functional owners in defining clear actions, milestones, measures, dependencies, and escalation paths tied to customer priorities.
· Monitor progress, challenge stalled or weak plans, identify gaps, and escalate decisions or barriers requiring leadership intervention.
· Maintain an integrated view of significant CX actions and outcomes without transferring business ownership to the CX function.
Journey improvement and closed-loop management
· Apply journey-management methods to identify friction, moments that matter, handoff failures, and opportunities for experience redesign.
· Facilitate cross-functional workshops that move teams from customer evidence to root causes, solution options, and accountable next steps.
· Strengthen closed-loop practices by connecting customer feedback with action, communication, and measurable follow-through.
· Partner with global teams to reuse proven solutions and scale regional learning across PCSD and ISG.
Measurement, impact, and executive communication
· Monitor CX KPIs, leading indicators, action-plan health, and relevant operational or financial measures to evaluate progress.
· Support annual target-setting and ensure metrics are interpreted in context rather than treated as stand-alone scores.
· Assess the contribution and evidence of impact from CX-enabled changes, recognizing when direct financial attribution is not possible.
· Create concise executive narratives, dashboards, and recommendations that clarify what changed, why it matters, and what leaders need to do next.
Capability building and innovation
· Build CX capability among consultants, focals, and partner teams through coaching, reusable methods, playbooks, and communities of practice.
· Stay current on CX, analytics, AI, research, journey management, and governance practices; recommend practical improvements to team methods and tools.
· Improve repeatability and efficiency by standardizing high-value analyses, prompts, templates, and governance artifacts while protecting data and quality standards.
Experience and qualifications
· Bachelor’s degree in business, marketing, analytics, research, or related field; advanced degree or recognized CX certification (Certified Customer Experience Professional) preferred.
· Experience in Customer Experience, business consulting, insights, strategy, operations, or a related discipline within a complex global or regional organization.
· Demonstrated ability to influence senior leaders and cross-functional teams without direct authority.
· Strong quantitative and qualitative analytical skills, including the ability to integrate multiple data sources and distinguish evidence from assumptions.
· Experience converting customer insights into prioritized actions, governance mechanisms, and measurable improvement plans.
· Working knowledge of customer-listening platforms, analytics and visualization tools, Power BI, Microsoft 365, and AI-enabled analysis workflows.
· Executive-level communication and storytelling skills, with the ability to simplify complex issues and make recommendations decision-ready.
· Strong facilitation, consulting, and co-creation skills across diverse cultures, markets, and functions.
· Ability to balance strategic thinking with disciplined execution, manage multiple priorities, and operate effectively in ambiguity.
· Experience supporting both product-led and infrastructure, solutions, or services-oriented businesses is preferred.
· Fluency in English required; additional Asia Pacific language capability is an advantage.
Leadership capabilities
· Customer advocacy grounded in business context
· Enterprise thinking across functions and journeys
· Constructive challenge and influence without authority
· Analytical rigor and intellectual curiosity
· Cultural agility and regional sensitivity
· Bias for action, transparency, and measurable follow-through