Job Description
Key Responsibilities 1. CX Research & Insights • Conduct ongoing research on global CX trends, evolving customer expectations, industry benchmarks, and emerging digital technologies. • Analyze customer pain points, market shifts, and competitor CX strategies to identify gaps and opportunities. • Prepare insight reports, briefs, and thought leadership to support the CX Strategist and the broader CX practice. 2. Customer Engagement & Ideation • Engage directly with customers, sales teams, and regional business leaders to understand business priorities and CX challenges. • Facilitate discussions on CX transformation opportunities and translate insights into actionable concepts. • Ideate and conceptualize new CX approaches, solutions, and use cases influenced by customer interactions and market research. 3. Collaboration with CX UI/UX & Mobile Technical Leads • Work closely with UI, UX, and Mobile practice leaders to conceptualize and shape CX solution prototypes. • Assist in defining functional workflows, experience maps, and user journeys. • Participate in POC creation—from early ideation through prototype validation. 4. Supporting CX Solutions & Go-to-Market (GTM) • Develop structured CX solution messaging, value propositions, and customer-ready content. • Support sales, pre sales, and regional teams by presenting CX offerings, frameworks, and case studies. • Act as a bridge between the CX practice and field teams to improve awareness, adoption, and pipeline development. 5. Practice Development • Contribute to building reusable assets, frameworks, templates, and accelerators to strengthen the overall CX practice. • Maintain and organize the knowledge repository of research, presentations, POCs, and CX collateral.
