Customer Experience Consultant (Design Thinking)

TL;DR

Customer Experience Consultant (Design Thinking): Leading experience strategy initiatives and co-creating innovative solutions with clients, with an accent on service management frameworks, data-driven insights, and design thinking. Focus on uncovering customer insights, defining CX innovation strategies, and developing IT service management indicators.

Location: Hybrid (Medellin, Colombia). Minimum 2 days per week at hirify.global’s office; availability to visit client sites as needed.

Company

hirify.global designs, builds, manages, and modernizes mission-critical technology systems for the world.

What you will do

• Lead Experience Strategy efforts and define CX innovation strategies.
• Facilitate Design Thinking workshops and create experience maps.
• Develop and implement service management indicators based on IT governance frameworks (ITIL, COBIT, ISO).
• Collaborate with clients on co-design initiatives to improve service delivery.
• Analyze data to identify digital transformation and automation opportunities.
• Work with multidisciplinary teams to define future-state experiences.

Requirements

• Minimum 5 years of proven experience in managing, designing, improving, and controlling IT processes, including SLAs, XLAs, and XPIs.
• Strong knowledge of IT service management frameworks (ITIL, COBIT, ISO).
• Excellent communication and documentation skills (verbal and written).
• Ability to coordinate across technical and business teams.
• Experience in developing indicators and implementing governance models.
• Work Mode: Hybrid – minimum 2 days per week at hirify.global’s office in Medellin, Colombia.

Nice to have

• Experience in data science, telemetry, analytics, and visualization tools (Power BI, Grafana).
• Familiarity with digital transformation, automation, and AI-assisted solutions.
• Experience with XLA/XPI frameworks and change management in IT processes.
• Certifications such as ITIL Expert, ISO 20000, COBIT 5.
• Leadership in continuous improvement projects and user experience management.
• Design Thinking facilitation and experience mapping capabilities.
• Background in banking sector.

Culture & Benefits

• Opportunity for growth, hands-on experience, learning, and certifications across major platforms.
• Values a growth mindset, customer-first approach, and inclusive collaboration.
• hirify.global Inclusion Networks create a workplace where all hirify.globals can find support and advice.
• Benefits offer choice and support employees and families through life's moments.
• Access to industry-leading learning programs, including Microsoft, Google, Amazon, and Skillsoft.
• Company-wide volunteering and giving platform for donations and fundraisers.