Customer Experience Consultant Services Research, Strategy and Service Design
Solving challenging and complex customer experience problems to empower customer-centric growth
Customer Experience Consultant 10+ of years advisory experience
For over a decade, I've worked with B2B & B2C organisations to empower customer-centric growth in public transport, insurance, technology, professional services, tourism, building and construction and many more sectors.
Clients engage my consulting services to understand and solve systemic, challenging and complex customer experience problems that are stifling growth.
As a practising customer experience consultant, I have deep domain expertise in research & analysis, strategy & planning and service design. With specialist services in 'digital and physical' customer journey mapping.
Evidence-Based Approachcustomer experience strategy to design
My approach is grounded in human-centred design and uses customer journey mapping and service blueprinting; constructing the journey map architecture, building the journey maps and emotion maps, and root cause analysis to deeply understand customer and employee perspectives, unmet needs, emotions, truths and opportunities.
This evidence-based approach is the foundation for developing the customer experience strategy, prioritisation roadmap and the design of services, technology, policy, processes and ways of working to enhance value for customers, employees and the business.
Consulting Servicessolving challenging and complex customer experience problems
~ Deep understanding of your customers' needs, goals and expectations
~ Evidence-based approach to prioritisation and decision-making
~ Customer-centric alignment across leaders and teams
~ Artefacts such as customer journey maps and future-state maps, personas, user stories and stakeholder maps, service blueprints, process and workflow mapping etc .
~ Strategy and planning roadmap to prioritise continuous improvement and change management
~ Co-design workshops and applied service design principles in developing solutions
Customer Experience Research, Strategy and Service Design Consultant Services
Research & Analysis
~ Customer journey mapping, emotion mapping and service blueprinting: architecture, mapping, root cause analysis and insight development
~ Contextual enquiry research, customer in-depth interviews and stakeholder workshops
~ Journey analysis of CX/EX unmet needs, emotions, painpoints, handoff's, failpoints etc.
~ Service Blueprinting workshops with cross-functional teams
Strategy & Planning
~ Customer experience strategy, prioritisation roadmap
~ Business case development
~ Problem framing and definition
~ Customer experience vision and guiding principles
~ Governance and CX working group leadership
~ Customer experience metrics and KPIs
~ Customer value proposition development
~ Co-design solution workshops
~ Concept prototyping
~ Concept prioritisation analysis and planning
~ Prototyping, usability testing, insights
~ Design recommendations
~ Managing solution design and implementation
"Alex was fantastic at connecting our customer journey insights to our culture development,demonstrating how we can collaborate as one team to be a truly customer centric organisation."– Chief Experience Officer, Australia’s fastest growing tourism group