Customer Experience Consultant Service

The Texas-based government authority is seeking a customer experience consultant to embed a customer-focused mindset and behaviors into its daily operational decision-making, communications, processes, and performance culture. The agency needs to improve alignment between its operational actions and the airport-wide customer experience strategy. This initiative aims to enhance cross-functional collaboration and communication to deliver a seamless customer journey while reinforcing customer focus as a core operational value. The scope of work requires the development of tools, processes, and routines that help teams better anticipate and mitigate customer pain points. The selected provider must design customer-centric activities into existing processes and map customer-impact considerations into daily operational workflows. Additionally, the agency requires recommendations on key metrics and dashboard structures, leveraging existing data sources, alongside periodic progress summaries aligned to the engagement activities. Eligible bidders must be onshore organizations based in the United States. The agency allows the performance of the work to be conducted offsite. Bidders must submit their digital responses via email or online, and the agency is currently looking for proposals to determine the budget. All questions regarding this opportunity must be submitted no later than June 8, 2026.