Customer Experience Consultant

Responsibilities:

• Facilitate discovery & consultative growth discussions – turn loose ideas into briefs, user stories, KPIs, and mini-workstreams.

• Lead journey & experience-design workshops — map personas, current- and future-state journeys, uncover moments of truth, and translate outputs into CX roadmaps and quick-win initiatives

• Own client relationships – act as primary contact, keep senior stakeholders aligned.

• Steer engagement delivery – support and co-deliver with assigned project manager(s) to track scope, timelines, risks, and action items; run stand-ups and keep documentation current.

• Provide hands-on MarTech support – configure or troubleshoot basic tasks in tools such as Braze, GA4, Segment, or VWO etc. before escalating to specialists.

• Support business development – craft pitch decks and demos, co-present in RFPs, and help organise client round-tables, webinars, and industry events.

• Drive upsell / cross-sell – surface growth opportunities, build phasing plans and ROI logic, and assist with SOW and contract administration.

• Share knowledge & enable others – package quick-win playbooks, draft how-to guides, and mentor junior teammates on client-engagement fundamentals.

• Stay current on CX & MarTech trends – translate journey orchestration, personalisation, and analytics best practices into practical client recommendations.

Qualifications:

• 3-5 years in CX/digital consulting, account strategy, customer success, or equivalent hybrid roles.

• Comfortable leading senior-stakeholder conversations in Thai & English; strong storytelling and deck-crafting skills.

• Solid grasp of experience design, journey orchestration, segmentation, A/B testing, personalisation, and analytics—enough to execute light hands-on tasks and credibly advise clients.

• Tool / Technology Familiarity (comfortable navigating at least 3–4 of the following):

• Customer engagement / marketing automation: Braze, Salesforce Marketing Cloud, Adobe Journey Optimizer or equivalent

• CDP & tag management: Segment, Tealium, Treasure Data

• Personalisation & testing: VWO, Dynamic Yield, Optimizely

• Analytics & measurement: GA4, Adobe Analytics, Contentsquare, Mixpanel/Amplitude

• Voice-of-Customer / survey: Qualtrics

• Proven experience translating high-level asks into actionable tasks and coordinating cross-functional teams to closure.

• Commercial acumen: confident discussing budgets, phasing, ROI, and basic contract mechanics.

• Proactive, organised, and energized by fast-moving, ambiguous environments.

• Certification (or willingness to earn) in a major MarTech platform within 12 months.

• Growth & entrepreneurship mindset to drive mutual success of building new business in Thailand.