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Customer Experience Consultant

Remote

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Do you get energy from understanding customer needs and turning insights into real improvements?

Are you curious about customer journeys, value propositions, and how feedback can transform services?

If you enjoy combining research, analysis, and facilitation to make a tangible impact, then keep reading!

Dibiz is looking for a Freelance Customer Experience Consultant to support organizations in mapping customer journeys, analysing customer feedback, and driving adoption of better customer experiences. You’ll work closely with our strategic leads while taking ownership of operational execution – ensuring smoother, smarter journeys for clients.

No need for 10+ years of consulting – what matters most is an analytical mindset, hands-on attitude, and passion for CX.

YOUR ROLE

As a Customer Experience Consultant, you support our clients in analysing customer needs, mapping journeys, and translating insights into concrete improvements. You combine research, data analysis and facilitation to ensure better customer experiences and reduced frictions.

Key activities include:

  • Conducting target group analyses and research (quant & qual: interviews, desk research...etc)
  • Preparing research briefs, questionnaires, and gathering internal data.
  • Developing personas and value propositions.
  • Mapping customer journeys with templates and methodologies.
  • Collecting customer feedback (CSAT, CES, NPS).
  • Reporting KPI insights via CX dashboards to management.
  • Analysing open answers, identifying frictions, and proposing solutions.
  • Representing the customer voice in cross-functional workshops.

Assignment details:

  • Mission for one of our clients, region Ghent
  • 4,5 - 5 days per week
  • Duration: 3 months - Q1 2026
  • Potential prolongation of the mission for max 2.5 days/week
  • Contract type: Freelance or Payroll
  • Startdate: Asap
  • Collaboration with the senior consultant assigned on this customer

QUALIFICATIONS

  • 2–4 years of experience in Customer Experience, Marketing Insights, Customer Success or Business Analyse 
  • Strong analytical skills, comfortable with quantitative & qualitative research.
  • Familiar with survey tools.
  • Excellent communication in Dutch & English (French is a plus).

EXPECTED DELIVERABLES

  • Research briefs, surveys, and reports.
  • Personas, value propositions, and mapped customer journeys.
  • CX dashboards and KPI barometers (CSAT, CES, NPS).
  • Actionable recommendations to reduce customer frictions.
  • Clear reporting to management and facilitation of workshops.

DESIRED PROFILE

  • Pragmatic and hands-on, with a consulting mindset.
  • Comfortable balancing strategic insight with operational delivery.
  • Strong facilitation skills for workshops and stakeholder engagement.
  • Curious about digital tools (CX platforms).
  • Passionate about making customer journeys smoother and more impactful.

If you are passionate about turning insights into impact and ready to help organizations build smoother, smarter customer journeys, we’d love to hear from you.