Job Description

About The Job

We are seeking a CX Strategy Lead to lead the rollout and implementation of a Customer Experience strategy for a high-impact client in the industrial real estate and economic zone development sector. This role focuses on activating a CX mandate, establishing governance, designing VoC frameworks, and embedding customer-centric practices across the organization. You will guide the organization through persona mapping, journey design, metric definition, and long-term CX operationalization.

What You'll Do

CX Strategy Implementation: Translate strategic CX direction into actionable roadmaps and frameworks. Voice of Customer (VoC): Design and implement VoC systems to gather, analyze, and act on customer feedback. CX Mandate Activation: Define and embed the CX mandate within internal teams, processes, and culture. Governance Model Rollout: Establish structures for accountability, ownership, and decision-making in CX delivery. Persona & Journey Mapping: Create detailed customer personas and design end-to-end journeys across key touchpoints. CX Metrics & KPIs: Develop and track measurable CX indicators (NPS, CSAT, CES, etc.) to evaluate performance. Stakeholder Engagement: Align executive and operational teams around the CX vision and roadmap. CX Operationalization: Integrate CX into daily operations, employee KPIs, and service delivery mechanisms.

Requirements

8-15 years of experience in CX strategy, transformation, or consulting. Demonstrated success in leading large-scale CX implementation projects. Expertise in Voice of Customer frameworks, journey mapping, and CX measurement. Experience in real estate, urban planning, housing, or economic zone/city development sectors. Excellent facilitation and communication skills with executive stakeholders. A strategic thinker with a hands-on approach to execution. * A passion for embedding customer-centric thinking across complex organizations.