Customer & Employee Experience Specialist
Customers, employees and business
Develop the skills to research, design, measure and manage CX and EX, understanding how working conditions influence the experience customers receive.
Learn through
a case from your work.
Professionals in CX, People, Marketing, Sales, Service and Operations.
Your starting point
A professional role related to the participating areas. Work experience is recommended to analyze real situations.
Modules that build
your final project.
Each stage produces a concrete deliverable. Sessions combine concepts, application and progress reviews.
01Weeks 1–2CX and EX strategy
Value creation, maturity, business alignment and experience governance.
DeliverableBrief assessment and challenge definition.
02Weeks 3–4Research and listening
Qualitative and quantitative methods, Voice of the Customer, Voice of the Employee and critical interpretation of results.
DeliverableResearch plan and summary of findings.
03Weeks 5–6Journeys and service design
Customer Journey, Employee Journey, critical moments and Service Blueprint.
DeliverableJourney maps related to the challenge.
04Weeks 7–8Culture, leadership and working conditions
Autonomy, tools, coordination, onboarding, development and recognition.
DeliverableAssessment of internal barriers and intervention proposal.
05Weeks 9–10Measurement and management
CX and EX metrics, surveys, segmentation, action completion and dashboards.
DeliverableMeasurement plan and monitoring model.
06Weeks 11–12Implementation and organizational change
Prioritization, owners, communication, adoption and presentation to leadership.
DeliverableCapstone project and implementation roadmap.
Tools to
put into practice.
- Assessment and challenge definition.
- Research plan and summary of findings.
- Connected Customer Journey and Employee Journey.
- Assessment of internal barriers and intervention proposal.
- Measurement plan and monitoring model.
- Capstone project and implementation roadmap.
A proposal you can defend
An initiative that connects a customer need, the employee experience, a process, a proposed improvement and measurement. For example: improving complaint resolution by reviewing team autonomy, tools and escalation.
Use authorized information. If you use simulated data, label it explicitly and document the limitations of the case.
Show what you know.
Apply what you learn.
To pass, you need a minimum score of 80/100, at least 80% attendance and completion of all required assignments, the project and its defense.
The project is assessed on research quality, the connection between CX and EX, solution coherence, feasibility and the measurement plan.
Attendance alone does not qualify you for certification. Participants who do not pass may receive a certificate of participation. This is a private certification issued by WIT.
Assessment breakdown
Let’s discuss
your path.
We review your goals and explain the format, schedule, time commitment and fees before you sign up.
Ask about this program
Tell us what you want to develop and the role or company you would participate from.
Ask via WhatsApp Use the contact form