This project supports a leading professional services firm undertaking a major business transformation to achieve significant margin improvement and sustainable growth. The focus is on process optimisation, automation, AI enablement, and business development uplift, as well as enhancing client and employee experience.

The CX Specialist will design and implement initiatives to uplift client experience, ensuring that improvements are insight-led and aligned with the firm’s brand and strategic objectives.

Key Responsibilities

• Map client journeys and identify key opportunities for CX improvement.
• Design and deliver initiatives to enhance client engagement and satisfaction.
• Collaborate with stakeholders to embed a client-centric mindset across the organisation.
• Measure and report on CX outcomes and support continuous improvement.

Required Experience

• 5+ years’ experience in client experience, service design, or customer strategy roles.
• Experience mapping and improving end-to-end client journeys.
• Strong stakeholder engagement and facilitation skills.
• Background in professional services or B2B environments preferred.