Call for Customer Experience (CX) & CX Audit expert- Agrytech

Berytech is a leading organization in the Entrepreneurial Eco-system in Lebanon, that aims to provide a conducive environment for the creation and development of startups, through incubation, business support, counseling, funding, networking, and the company hosting, hence taking part in the economic revival of the country, participating in wealth and job creation, and retaining graduates and high-level skills in Lebanon.

Through the Agrytech Accelerator Program, startups receive support to develop their Minimum Viable Product, test it with early adopters, and build their capacity to establish their business from marketing, financial, management and operational levels. The Program aims to contribute to job creation and sustainable economic development while advancing the Lebanese entrepreneurial ecosystem.

The Agrytech Accelerator Program's mission is to nurture and grow proof of concepts, and prototypes that share three common characteristics:

• An innovation with scientific or technological focus in the agri-food sector.
• The possibility to scale beyond the local market
• The potential to create sustainable job opportunities locally

The Accelerator Program seeks to train entrepreneurs on Customer Experience (CX) and CX Audit to help startups align their early go-to-market (GTM) strategies with an excellent, data-informed customer experience. The expert will guide startups in mapping their customer journey, identifying pain points, and building a CX improvement plan based on early product and customer feedback. This scope is tailored for B2B, B2C, and digital companies.

The expert will be required to deliver 2 half-day workshops and up to 2 one-on-one sessions for each of the 8 startups covering the following:

Workshop 1: Designing Customer-Centric Journeys, the expert will:

• Help startups articulate and refine their customer personas based on their target segments and GTM strategy.
• Support the identification and organization of customer touchpoints across the pre-purchase, purchase, and post-purchase journey.
• Guide startups in developing a first version of their customer journey map that reflects their intended customer experience.
• Help startups recognize key customer emotions, needs, and pain points across the journey stages.
• Support the prioritization of high-impact moments and initial areas for experience design or testing.
• Facilitate peer feedback exercises to validate and improve journey maps through collaborative learning.
• Help startups revise and deepen their customer journey maps based on expert feedback.
• Support the evaluation of customer assumptions and the identification of touchpoints requiring user testing or market validation.
• Guide startups in aligning journey stages and experience design with the realities of their MVP or service delivery model.

Workshop 2: CX Audit Workshop, the expert will:

• Help startups review and analyze early-stage customer feedback (e.g., pilot data, user interviews, sales calls).
• Support the execution of a lightweight customer experience audit focusing on identifying friction points in the user journey.
• Help startups evaluate functional, emotional, and cognitive aspects of their customer experience.
• Guide them on the development of a prioritized list of CX issues to be addressed, informed by their audit findings.
• Support the introduction and application of simple CX metrics (e.g., NPS, CSAT, engagement/drop-off rates).
• Help startups translate audit insights into an actionable CX improvement plan, with short-term interventions or experiments to test.

• Help startups interpret audit results in the context of their specific product, channel, or service environment.
• Support the development of 2–3 targeted CX improvement actions tailored to their GTM goals and resource capacity.
• Guide startups in setting up simple mechanisms for ongoing feedback and experience tracking.

• Workshops Outline and Materials
• Two 3-hour power session workshops covering the scope of work mentioned above
• Followed by up to 2 one-on-one sessions with up to 8 startups (total of up to 16 one-on-one sessions) based on the needs
• Feedback on the progress of each startup after the workshops and clinics
• A comprehensive and detailed mapping of the customer journey for up to 8 startups (total of up to 8 customer journey maps).

• At least 7 years of experience as a UX/CX Consultant, Trainer, or similar role, preferably working with a startup or in a startup environment
• Practical experience in sales or customer-facing roles, offering a strong foundation in understanding customer needs
• Excellent communication skills, crucial for collaborating with diverse teams, understanding feedback, and addressing challenges efficiently.
• Proven experience in preparing and delivering training programs
• Fluent in English