CXCP-PS · PUBLIC SECTOR EDITION

CX Consulting Professional (Public Sector)

5-day certification programme for consultants, advisors and senior practitioners who lead CX engagements for government, councils, the NHS and other public bodies.

5

DAYS

14

MODULES

12

CX PILLARS

40

QUESTION EXAM

Public value replaces revenue

CX Consulting Professional, Public Sector Edition (CXCP-PS) is the ICXI certification for consultants, advisors and senior practitioners who design, lead and deliver CX engagements for government, councils, NHS bodies, agencies and other public bodies. It uses the same 12 CX Pillars, CX Excellence Index and 5D Consulting Framework as the standard CXCP, reframed for citizen experience, public value, democratic accountability and public-sector commissioning: political neutrality, citizens with no alternative provider, austerity-driven commissioning, FOI exposure and the duties of the Equality Act and the Public Sector Equality Duty.

5 days

14 modules

In-person or virtual

Or hybrid, typically 8 to 18 delegates

40-question exam

60 minutes, 70% to pass, plus a pitch

ICXI Certification

Public Sector edition, one free re-sit

The five-day agenda

Public-sector consulting foundations and ethics, diagnostic assessment of all 12 pillars, strategy, change and commissioning, then a case-study pitch and the examination.

Days 1–3 · Foundations & Pillar Diagnostics

D1

The CX Consulting Landscape: Public Sector

Citizen experience evolution, austerity and the digital-first context, political neutrality and democratic accountability.

D1

Consulting Ethics & Professional Standards

Independence in public-sector commissioning, conflicts of interest in procurement, confidentiality and FOI awareness.

D1

The 12 Pillars as a Diagnostic Framework

The CX Excellence Index: 120 evidence-based questions reframed for public-body assessment.

D1

Citizen Voice Research Methods

Statutory consultation, complaints and Ombudsman data, FOI patterns and elected member casework as sources of citizen voice.

D2

Pillars 1 to 6: Deep-Dive Assessment

Citizen experience leadership, centricity, insights, service design, cross-departmental journeys and accessible omni-channel delivery.

D3

Pillars 7 to 12: Deep-Dive Assessment

Public value, civil servant experience, statutory operations, AI in government, fairness and transparency, and long-term public trust.

Days 4–5 · Strategy, Change & Public Sector Practice

D4

Citizen Experience Strategy Development

Future-state vision, a pillar-level roadmap and investment prioritisation against austerity.

D4

Change Management in Government

Political sponsorship, civil service culture, cross-departmental coordination and adoption that survives political cycles.

D4

Public Sector Proposal Writing & Commissioning

Scoping for public commissioning, framework agreements, pricing in austerity, risk and deliverables fit for parliamentary scrutiny.

D4

Stakeholder Relationship Management

Elected members, permanent secretaries, chief executives, scrutiny committees and multi-stakeholder engagement.

D5

Integration & Final Case-Study Pitch

Apply the full 5D framework to a public-sector case organisation, pitch in 15 minutes and face peer challenge.

D5

Examination Review & CXCP-PS Examination

A structured review of all 14 modules, then 40 multiple-choice questions in 60 minutes, with 70% to pass (28 of 40).

Who it is for, and what you gain

Who should attend

  • Senior public-sector CX consultants and partners advising government, councils, NHS bodies and agencies
  • Independent advisors specialising in citizen experience and public service transformation
  • Internal consultants and transformation leads in central government, councils and arms-length bodies
  • Heads of Citizen Experience and Heads of Service Design leading transformation programmes
  • Partner-firm staff licensed to deliver ICXI-aligned consulting in the public sector

What you will leave with

  • Mastery of the 12 CX Pillars applied to citizens, services and democratic accountability
  • Working command of the CX Excellence Index, reframed for public-body assessment
  • The 5D Consulting Framework applied end to end to public-sector transformation
  • Citizen voice research methods, including consultation, complaints, FOI patterns and member casework
  • Citizen experience strategy and roadmaps grounded in pillar-level evidence
  • Proposal writing for government commissioning, public procurement and stakeholder management
  • A code of conduct fit for public-sector independence and political neutrality
  • The ICXI Consulting Professional Certification (Public Sector)

How it fits the Academy pathway

CX Consulting Professional (Public Sector) is the public-sector edition of CX Consulting Professional. Senior public-sector practitioner or consulting experience is expected, and the CX Foundation Course, the CX Professional Diploma or equivalent is recommended before you join. Related public-sector programmes include Government CX Assessor Training (GCXA), the Certified VoC Practitioner (Public Sector) and Responsible AI in CX (Public Sector). Graduates join an active ICXI public-sector consulting community for ongoing CPD and peer support.

Book a place on CX Consulting Professional (Public Sector)

Book a seat on a public cohort, or arrange an in-house CXCP-PS cohort for a public-sector consulting practice or a department-led capability programme. The ICXI team will come back to you with dates and details.

Frequently asked questions

Consultants, advisors and senior practitioners who lead CX engagements for public bodies: senior public-sector CX consultants and partners; independent advisors in citizen experience and public service transformation; internal consultants and transformation leads in central government, councils and arms-length bodies; heads of citizen experience and service design; and partner-firm staff licensed to deliver ICXI-aligned consulting.

The course is five days and fourteen modules, delivered in-person, virtually or hybrid to groups of typically 8 to 18 delegates, often as a closed cohort for a partner firm or department. A continuous public-sector case study runs across all five days.

In two parts: a public-sector case-study pitch on Day 5, assessed by the lead facilitator and a peer panel, and a 40-question multiple-choice examination in 60 minutes, closed book, with 70% to pass (28 of 40). One re-sit is available at no extra cost, and successful delegates receive the ICXI Consulting Professional Certification (Public Sector).

Diagnose a public body against all 12 CX Pillars using the CX Excellence Index, run the 5D Consulting Framework end to end, use citizen voice sources such as consultation, complaints, FOI patterns and member casework, build a citizen experience strategy, and write proposals for public commissioning.

Public value replaces revenue, change is political, and citizens cannot switch providers. The pillars and methods are the same as the standard CXCP, but every module is reframed for political neutrality, FOI exposure, austerity-driven commissioning and the duties of the Equality Act and the Public Sector Equality Duty.

It is the public-sector edition of CX Consulting Professional. The CX Foundation Course, the CX Professional Diploma or equivalent is recommended first, and related public-sector programmes include Government CX Assessor Training (GCXA), the Certified VoC Practitioner (Public Sector) and Responsible AI in CX (Public Sector).