Customer Experience Consultant

Join a global leader in customer experience transformation and help organizations across Asia Pacific turn CX ambition into measurable results.Kuala Lumpur preferred | Must have full working rights in MalaysiaAbout COPCCOPC Inc. is a global leader in customer experience (CX) consulting, training, and certification. We help organisations optimise contact centre and CX operations, applying best practices that drive measurable improvements in performance and customer outcomes. Our work spans all areas of CX, from operational design and workforce management to quality assurance and digital enablement. www.copc.comTechnology is at the heart of what we do. We help organisations transform through technology by improving how platforms, people, and processes connect to deliver better experiences. Our consultants bring together operational expertise and technology insight to help clients turn ambition into measurable change.The OpportunityWe are seeking a Customer Experience Consultant to join our Asia Pacific team. In this role, you will work directly with clients to improve how they serve their customers, and own and exceed annual revenue targets by identifying, developing, and closing CX consulting engagements, emphasizing CX transformation and measurable business outcome.The work is varied and includes consulting, training, and auditing projects across areas such as operational reviews, CX strategy, quality frameworks, workforce planning, and technology implementation. You will work closely with senior consultants during onboarding and then contribute independently to projects, bringing your operational experience, analytical thinking, and communication skills to every engagement.The role also includes supporting business growth by building relationships, contributing to industry events, and sharing insights through presentations or webinars. The role requires actively taking charge of business development initiatives and opportunities, and grow the South Asia and ASEAN business for COPC Inc.What You’ll DoContribute to client projects that assess, design, and improve CX and operational performanceAnalyse data and prepare clear, practical recommendationsDeliver findings and training to client stakeholdersWork closely with senior consultants during onboarding, then lead project workstreams that have driven 15-30% improvements in client NPS, CSAT, efficiency, and cost performanceActively drive business development and thought leadership through events, roundtables, and client relationships (typically 8 to 10 days per month)Travel to client sites across South Asia and ASEAN, mainly Singapore, India, Thailand, and the Philippines (typically 10 days per month)Independently craft or co-develop compelling consulting proposals that integrate multiple dimensions – people, processes, technology, and operational excellence - with clearly defined business impact.Conduct detailed discovery sessions to identify business gaps, align solutions to strategic objectives, and clearly link COPC services to tangible business and operational KPIs.Proactively generate new consulting opportunities via your personal network, alliance channels, and direct prospecting, while contributing thought leadership insights to enhance COPC’s industry reputation.Collaborate internally to continuously evolve COPC’s integrated consulting solutions, sharing insights to refine offerings and go-to-market strategiesWhat You’ll BringDeep understanding of contact centre operations and CX deliveryExperience with CX or contact centre technology (for example CCaaS, CRM, or analytics tools) from an operational, implementation, or consulting perspectiveStrong analytical skills and confidence using data to tell a storyAbility to engage senior executives and facilitate discussionsSelf-motivation and comfort working remotely while managing priorities independentlySelf-starting approach with a growth mindset, high drive, and an entrepreneurial attitude toward new markets and ambiguityCredibility and comfort operating at executive levels while remaining collaborativeMinimum RequirementsPlease only apply if you meet all the following:Deep understanding of CX / contact centre operations (for example, experience in operations management or process improvement roles), with 7+ years in contact centre operations or CX rolesExperience with CX or contact centre technology, such as CCaaS platforms (e.g., NICE, Genesys, Five9, etc.), CRM (e.g., Salesforce, Zendesk, etc.), AI applications (agent assist, dynamic routing, analytics, quality assurance), and analytics tools. Could be from an operational, implementation, or consulting perspectiveDemonstrated success leading complex consultative sales cycles, including solution development, proposal writing, and negotiation of integrated consulting engagementsProven ability to facilitate and lead executive-level conversations involving business and technology stakeholders, manging alignment across multiple parties.Ability to independently craft consulting proposals, clearly defining scope, milestones, outcomes, and pricing.Strong understanding of key contact centre KPIs and CX metrics (CSAT, NPS, FCR, AHT, Quality, Efficiency, Revenue, and Cost to Serve) and the impact of holistic, integrated solutions on themFull working rights for Malaysia, and currently residing in Malaysia — COPC is not offering visa sponsorship or relocation for this roleWhy Join COPCAt COPC you will be part of a global consultancy recognised for its expertise in customer experience. You will grow in expertise and develop deep domain knowledge, with access to all the latest COPC certifications and programs, while helping individuals and organisations in their journey to performance excellence. You will have the flexibility to work remotely while partnering with leading organisations across South Asia and ASEAN. You gain exposure to major brands, global best practices, and colleagues who are shaping the future of CX performance and technology transformation.Ready to shape the future of CX across Asia Pacific? Apply now with your CV and a brief note on your CX technology experience.