Role & responsibilities

- Conduct a current-state assessment across people, process, technology, channels, demand and performance.

- Review the customer experience operating model, including workflows, governance, decision rights, channel usage and service delivery framework.

- Map end-to-end customer journeys to identify friction, bottlenecks, rework, manual intervention and upstream causes of customer effort.

- Perform benchmarking of KPIs, SLAs, customer satisfaction, service levels and operational maturity against industry and public-sector standards.

- Analyse workforce and resourcing models, including demand patterns, rostering efficiency, span of control, multi-skilling and capability alignment.

- Conduct transaction baselining to assess complexity, handling effort, cost-to-serve, repeat contact and avoidable demand.

- Trace customer feedback, complaints and digital request themes to operational root causes and improvement opportunities.

- Evaluate technology utilisation, system integration, digital adoption, automation readiness and under-used capability.

- Support the design of the future-state CX operating model, including workforce, governance, channel strategy and technology ecosystem.

- Contribute to a prioritised three-year transformation roadmap, including recommendations, benefits, owners, dependencies and KPIs.

- Prepare structured reports, insights, dashboards and executive-ready presentations.

- Work independently with remote teams, manage deliverables and maintain high-quality consulting output.

Preferred candidate profile

- 12 years of experience in Customer Experience (CX), Service Operations, Business Consulting, Analytics, or Process Improvement.





- Solid background in CX assessments, operating model review, process mapping, journey mapping, and workflow analysis.

- Experience working in contact centres, service delivery environments, public-sector operations, or large service organisations.

- Proven ability to analyse KPIs, SLAs, demand patterns, cost-to-serve, repeat contact, and operational performance.

- Hands-on experience with benchmarking, maturity assessments, gap analysis, and diagnostic studies.

- Skilled in data analysis, research, insight synthesis, and preparing structured consulting deliverables.

- Familiarity with CRM, telephony, knowledge management, digital self-service, and workflow systems.

- Strong understanding of digital adoption, automation readiness, and technology utilisation.

- Excellent communication, documentation, and executive presentation skills.

- Ability to work independently, manage deliverables, and collaborate with remote teams.

- Candidates with experience in consulting firms, KPOs, analytics organisations, CX teams, or service operations are highly preferred.

- Certifications in Lean, Six Sigma, Service Design, CX, or Process Excellence are an added advantage.

- Based anywhere in India Delhi NCR, Bangalore, Hyderabad, Pune, Mumbai preferred due to talent density.

Perks and benefits

- Remote Work Flexibility Work from anywhere in India with complete location independence.

- International Consulting Exposure – Opportunity to work on global projects and collaborate with senior consultants based overseas.

- High-Impact Work – Your insights directly shape operating models, customer journeys, and transformation roadmaps.

📌 Customer Experience Consultant (CX Health Check & Transformation) (Gurugram)
🏢 Arvantis Consulting Australia
📍 Gurugram