Customer Experience Consultant

About the role

DCLS helps organizations design customer and constituent experiences that work across every channel and language. As a Customer Experience Consultant you lead CX engagements: mapping the current journey, finding the moments that matter, and redesigning them with the client.

You bring the rigor of research and measurement together with practical service design, and you make sure multilingual access is designed in, not bolted on.

What you’ll do

• Map customer and constituent journeys across channels and languages.
• Run qualitative and quantitative research to identify pain points and priorities.
• Design improved experiences, service standards, and the operating changes that support them.
• Define CX metrics and measurement approaches with the client.
• Facilitate workshops and align cross-functional client stakeholders.
• Support proposals and CX capability development.

What you bring

• 4+ years in customer experience, service design, or CX strategy consulting.
• Experience with journey mapping, research, and CX measurement.
• Strong facilitation and stakeholder management.
• Experience with contact-center or digital-service operations is a plus.
• Interest in multilingual and accessible service design.

How to apply

Complete the short application form — it takes about 5–10 minutes, and you can attach your resume and, optionally, a cover letter. Questions? Email hr@dclsglobal.com.

About DCLS

DCLS is a global technology, consulting, and language services firm. It helps government agencies, healthcare and education institutions, and global enterprises operate and communicate across languages and markets, combining artificial intelligence, data and analytics, automation, cloud, and business transformation with linguistic support in more than 250 languages.