Customer Experience Consultant (outside IR35) Organisation British Cycling Salary (outside IR35) Location Manchester, Greater Manchester, United Kingdom Contract type Fixed Term (Full time) Closing date 15 March 2026 Job Description Invitation to tender: Customer Experience ConsultantWe 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 modelsEmbedding customer-led ways of working across complex organisationsTranslating customer experience strategy into practical organisational designDefining customer experience governance, capability, and measurement frameworksThe 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.ScopeAudit existing customer experience structures, workflows, and fragmented activities across the Group.Define the future-state model, including core competencies, headcount, and reporting lines.Evaluate and recommend the essential technology stack and performance KPIs.Develop a phased roadmap identifying quick wins and critical path dependencies. Key OutputsCurrent state vs. industry benchmarks.Team structure, functional roles, and skills requirementsRecommended technology and operating processesA prioritised implementation schedule.Project duration: 4–6 weeksExpected start: March/April 2026 How to apply https://careers.britishcycling.org.uk/job/845300 Share X LinkedIn Email