Invitation to tender: Customer Experience Consultant

We are seeking an experienced consultant to help us design the future customer experience model for our organisation.

We have a clear ambition to become a genuinely customer-first organisation, placing customer insight, experience, and outcomes at the heart of how we design services, products, and delivery.

Customer experience activity currently exists across multiple teams and touchpoints. We are now looking to define a coherent, organisation-wide approach, supported by a dedicated customer experience function with clear mandate, capability, and measurable impact.

We are inviting proposals from organisations with proven experience in:

• Designing customer experience operating models
• Embedding customer-led ways of working across complex organisations
• Translating customer experience strategy into practical organisational design
• Defining customer experience governance, capability, and measurement frameworks

The successful partner will work with senior stakeholders to assess our current position and design a clear, implementable future-state customer experience model, including structure, capabilities, technology considerations, and delivery roadmap.

Scope

1. Audit existing customer experience structures, workflows, and fragmented activities across the Group.
2. Define the future-state model, including core competencies, headcount, and reporting lines.
3. Evaluate and recommend the essential technology stack and performance KPIs.
4. Develop a phased roadmap identifying quick wins and critical path dependencies. 

Key Outputs

• Current state vs. industry benchmarks.
• Team structure, functional roles, and skills requirements
• Recommended technology and operating processes
• A prioritised implementation schedule.

Project duration: 4–6 weeks
Expected start: March/April 2026