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Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for a CX/UX Consultant to independently lead CX/UX engagements for selected priority services, processes, and digital or self-service experiences. This position will be full-time and hybrid in Mandaluyong City.

The successful candidate will provide senior-level CX/UX expertise, lead high-priority experience improvement initiatives, establish reusable frameworks and methodologies, and help embed customer-centric practices across service lines. This role will work closely with business stakeholders, SMEs, and operational teams to improve customer and employee experiences while enabling long-term capability development
What You'll Do

• Independently lead CX/UX engagements for selected priority services, processes, and digital or self-service experiences
• Conduct customer and user research through interviews, observation, feedback analysis, usability testing, and other research methodologies
• Develop customer journeys, personas, service blueprints, experience maps, and other relevant design artifacts
• Identify customer pain points, moments that matter, root causes, and improvement opportunities
• Translate research findings into actionable recommendations and collaborate with stakeholders to shape and validate solutions
• Introduce practical CX/UX standards, methodologies, and ways of working that can be consistently applied across the organization
• Develop reusable tools, templates, playbooks, guidelines, and quality standards for customer research, journey mapping, service design, usability testing, and experience validation
• Define and promote best practices for delivering exceptional customer and user experiences
• Support service lines in adopting and applying CX/UX standards and methodologies
• Apply CX/UX practices to priority opportunities and demonstrate tangible improvements in customer and employee experiences
• Define baseline metrics and success measures for CX/UX initiatives
• Validate outcomes using customer feedback, operational performance data, and research findings
• Measure and communicate the effectiveness of implemented solutions
• Coach and partner with stakeholders, service line teams, and SMEs in applying CX/UX methodologies to real business challenges
• Facilitate workshops, hands-on learning sessions, and collaborative working engagements
• Transfer knowledge, tools, and methodologies to internal teams throughout the engagement
• Promote a culture of customer-centric thinking and continuous improvement
• Document methodologies, standards, lessons learned, case studies, and reusable assets
• Establish sustainable CX/UX practices that can continue beyond the engagement
• Support capability transition to future CX/UX resources
• Provide structured knowledge transfer and onboarding support as needed

What You'll Need

Required:

• Strong professional experience in Customer Experience (CX), User Experience (UX), UX Research, Service Design, Human-Centered Design, or a related discipline
• Proven track record of designing and improving customer, employee, digital, or service experiences
• Experience conducting customer and user research that drives measurable business improvements
• Hands-on experience with customer and user research methodologies
• Experience conducting user interviews and contextual inquiry
• Expertise in journey mapping and persona development
• Experience creating service blueprints and experience maps
• Practical experience with usability testing and heuristic evaluations
• Experience in service design, experience design, and human-centered design methodologies
• Experience with prototyping, concept validation, and design testing
• Understanding of Voice of Customer programs and qualitative insight synthesis
• Ability to connect customer insights with operational processes, business goals, and measurable outcomes
• Strong stakeholder management and facilitation skills
• Excellent communication and presentation skills with the ability to simplify complex findings into actionable recommendations
• Experience working independently while leading cross-functional initiatives
• Proven ability to establish standards, frameworks, playbooks, and repeatable CX/UX practices
• Experience coaching, mentoring, and enabling internal teams

Preferred:

• Experience working within Shared Services, Global Business Services (GBS), consulting, enterprise transformation, or service operations environments
• Experience driving organization-wide CX/UX maturity initiatives
• Experience partnering with Process Excellence, Automation, AI, IT, and operational teams
• A portfolio or case studies demonstrating successful CX/UX engagements from research to measurable outcomes
• Experience leading both digital and non-digital service improvement initiatives

Physical Demands

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.