Freelance Subject Matter Expert (SME) | Customer Experience Strategy
Description
Ansrsource is looking for an experienced Customer Experience (CX) Subject Matter Expert (SME) to support the development of a skill-based Qualified Certificate in Customer Experience Strategy for a global learning audience.

The program takes learners through the complete CX process, from understanding the Voice of the Customer and collecting feedback to measuring customer experience, analyzing insights, identifying opportunities, and developing an end-to-end CX strategy.

The SME will collaborate with the learning team to review and validate course content, provide practical industry expertise, and record video content and screencasts.

Responsibilities
Review course content, scripts, activities, assessments, and projects for accuracy, relevance, and practical CX applicability.
Provide SME feedback and recommendations to strengthen the learning experience.
Validate content covering Voice of the Customer, customer segmentation, personas, journey mapping, survey research, CX measurement,



and customer feedback analysis.
Review concepts related to NPS, CSAT, CES, retention, churn, driver analysis, trend analysis, and response-quality management.
Provide practical inputs on qualitative and quantitative customer feedback analysis, including open-text, sentiment, and thematic analysis.
Review content related to opportunity prioritization, closed-loop feedback, CX measurement frameworks, and CX experimentation.
Review applied projects and the end-to-end CX strategy capstone.
Help ensure learners understand how to translate customer feedback and insights into business recommendations and CX strategy.
Demonstrate SurveyMonkey through narrated screencasts, including survey creation, distribution, analysis, and reporting.
Share authentic CX examples and practical industry experiences that can enhance the learning content.
Record end-of-course video content for a global learning audience.
Mandat

📌 Freelance Subject Matter Expert (India)
🏢 ansrsource
📍 India