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Freelance · Ongoing call for applications

Freelance CX Research & Customer Journey Consultant

Location: MENA, GCC and French-speaking Africa – on-site, remote or hybrid depending on projects.
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All opportunities

Freelance

project-based assignments

Ongoing

open applications

FR · AR · EN

language profiles

CX · UX

journey research
Join the network

Join the AMRC network of CX Research consultants

As it develops its customer experience and user journey research, AMRC is looking for experienced freelance consultants in Customer Experience (CX) Research, Customer Journey Mapping and UX Research for project-based assignments with national and international clients.

We are looking for professionals able to handle all or part of a research project, from methodological design to analysis and operational recommendations.

What you will do

Depending on projects, you will:

1. Design and structure CX Research projects

  • Analyse customer issues and define research objectives.
  • Design the methodologies and research designs suited to project needs.
  • Develop interview guides, observation set-ups and evaluation tools.
  • Define target profiles, experience scenarios and the touchpoints to investigate.

2. Conduct research and investigations

  • Moderate in-depth interviews (IDIs), focus groups and research workshops.
  • Conduct exploratory interviews with customers, users, employees and stakeholders.
  • Evaluate customer journeys in physical and digital environments.
  • Take part in satisfaction, user experience, usability and needs analysis studies.

3. Analyse and map customer journeys

  • Build and evaluate Customer Journey Maps.
  • Identify moments of truth, pain points, expectations and improvement opportunities.
  • Analyse omnichannel interactions and the experiences lived at each stage of the journey.
  • Develop personas and behavioural profiles from research data.
  • Assess gaps between expected and actual experience.

4. Produce insights and recommendations

  • Analyse qualitative results and, depending on skills, quantitative CX data.
  • Produce structured deliverables: Journey Maps, Personas, Experience Maps, insight reports and recommendations.
  • Take part in client presentations and debrief workshops.
  • Turn research findings into concrete customer experience improvements.

Who we are looking for

  • Proven experience in CX Research, Customer Journey Mapping, UX Research, Service Design or qualitative research applied to customer experience.
  • Ability to design a research approach autonomously and run it.
  • Strong skills in interviewing, moderating discussions and qualitative analysis.
  • Command of Customer Journey Mapping, Persona Development, Touchpoint Analysis and Experience Evaluation.
  • Ability to produce professional, visual, decision-oriented deliverables.
  • Excellent synthesis, communication and presentation skills.
  • Ability to work with multidisciplinary research teams and international clients.

Knowledge of tools such as Miro, FigJam, Figma, Dovetail, Qualtrics or equivalent is an advantage.

Experience in banking, telecoms, retail, e-commerce, healthcare, hospitality, public services or mobility is particularly valued.

Language profiles sought

We want to build three categories of consultants according to their language skills:

Profile A – French-speaking

  • Excellent professional French.
  • Ability to conduct research, moderate interviews and produce deliverables in French.
  • Professional English appreciated.

Profile B – Trilingual Arabic / English / French (AR/EN/FR)

  • Excellent command of all three languages.
  • Ability to conduct multilingual interviews and workshops.
  • Ability to work on multicultural projects in MENA and French-speaking markets.

Profile C – Bilingual Arabic / English (AR/EN)

  • Excellent professional Arabic and English.
  • Ability to conduct research and present results in both languages.
  • Knowledge of the cultural specificities of Middle East and GCC markets.

How we work together

Assignments are offered on a freelance basis, according to project needs.

The scope may cover a specific research phase or the whole project, depending on the consultant’s expertise and availability.

Collaborations may include methodological design, qualitative data collection, analysis, journey mapping, reporting and client presentation.

Apply

How to apply

Interested consultants are invited to complete the application form, stating:

  • their country and city of residence;
  • their language profile (FR, AR/EN/FR or AR/EN);
  • their years of experience in CX Research and Customer Journey;
  • their sectors of expertise and the methodologies they master;
  • their availability for project-based assignments;
  • their CV, LinkedIn profile and, if available, a project portfolio or anonymised sample deliverables.

This call for applications is permanently open. Selected profiles may be contacted according to collaboration opportunities and specific project requirements.