Business Consulting - CX Support

Job description

Job Title: CX Support Consultant Role Overview The CX Support Consultant is responsible for supporting customer experience (CX) operations by handling customer issues, coordinating with internal teams, and ensuring service quality meets defined standards. The role focuses on operational execution, issue resolution, and continuous improvement of customer journeys. Key Responsibilities Provide day-to-day customer experience support across multiple channels (e.g. call center, email, chat, digital platforms) Handle and resolve customer issues, inquiries, and complaints in a timely and professional manner Analyze customer feedback, tickets, and service data to identify recurring issues and improvement opportunities Coordinate with internal teams (IT, Operations, Product, Marketing) to support issue resolution and service enhancements Support CX process documentation, service workflows, and standard operating procedures (SOPs) Assist in monitoring service performance against SLAs, KPIs, and CX metrics (e.g. CSAT, NPS) Prepare reports and insights for stakeholders on customer experience trends Support CX initiatives, pilots, and improvement projects as assigned Qualifications & Skills Bachelor’s degree in Business, Marketing, Communications, IT, or related fields 2–5 years of experience in customer support, service operations, or CX-related roles Strong communication and problem-solving skills Experience working with CRM, ticketing, or customer support systems Ability to work in a fast-paced, client-facing environment Good analytical skills with attention to detail If you can demonstrate that you meet the criteria above, please contact us as soon as possible. The exceptional EY experience. It’s yours to build. EY | Shape the future with confidence EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.