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🤝 Customer Experience  ·  Executive

Certified UX and Customer Usability Specialist

Online Certification  ·  12 Week  ·  Globally Recognised  ·  (CUSE)

✅ 2026 Edition 🎓 CPD Accredited 🌍 100+ Countries 📜 Digital + Physical Certificate 100% Online
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Executive Summary

Certified UX and Customer Usability Specialist

Designed for today’s high-impact professionals, the Certified UX and Customer Usability Specialist (CUSE) delivers a rigorous Executive-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 12 Week programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CUSE holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification
Certified UX and Customer Usability Specialist
Acronym
CUSE
Category
Customer Experience
Level
Executive
Duration
12 Week
Delivery Mode
100% Online
Assessment
Online Examination
Certificate
Digital + Physical
CPD Eligibility
CPD Accredited
Alumni Benefits
GLI Network Access
Self-Paced
USD 399
Live Virtual
USD 599
Target Audience

Who Should Enrol?

  • Selling by Diagnosis — applied to your own work
  • Customer Journey and Recovery — applied to your own work
  • Measurement and Responsible Practice — applied to your own work
  • Segmentation and Proposition — applied to your own work
  • Pricing and Value — applied to your own work
  • Route to Market — applied to your own work
Programme Inclusions

Everything Included in Your Enrolment

  • All study materials and study guide
  • Access to GLI online learning portal
  • Online examination and assessment
  • Digital certificate and digital badge
  • Physical certificate (shipped to you)
  • CPD credits for professional bodies
  • GLI alumni network membership
  • Facilitator and tutor support
  • Resource downloads and reference library
  • Automatic enrolment confirmation
Certification Benefits

Why This Certification Matters for Your Career

Career Advancement
Accelerate your career towards senior customer-experience and service-operations roles
Professional Recognition
Credential aligned with recognised customer-experience and service-quality standards
Leadership Capability
Develop the strategic and operational skills to lead complex customer service functions
Organisational Impact
Design and implement customer service systems that drive performance and measurable results
Compliance Readiness
Master the standards, compliance and ethical governance central to customer service
Global Employability
Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide
Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards
✦Contact Centre and Multichannel Operations
✦Complaint Handling and Service Recovery
✦Customer Experience Design and Journey Mapping
✦Service Quality, Metrics and Continuous Improvement
✦Professional Ethics and Governance
Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

1
Foundations and Strategic Context of Certified UX and Customer Usability Specialist
  • Certified UX and Customer Usability Specialist: industry context, trends and professional standards
  • Customer service and experience principles
  • The value of customer-centricity
  • Customer expectations and satisfaction
  • The customer experience (CX) discipline
  • Roles, standards and professional conduct
  • Service in the omnichannel era
  • Linking CX to business performance
  • Ethics and fair customer treatment
  • Service culture and brand promise
  • Career pathways and professional development
2
Selling by Diagnosis
  • Consultative selling and understanding the buyer
  • The sales pipeline and forecasting discipline
  • Value proposition and differentiation
  • Service standards, levels and measuring service
  • Voice of the customer and acting on feedback
  • Expanding into regional and export markets
  • The sales process and methodology
  • Analytical techniques and bias
  • Preparing financial statements
  • Discovery and needs analysis
  • Consultative and solution selling
  • Presenting and demonstrating
  • Financial reporting frameworks (IFRS/GAAP)
  • Negotiation and closing
  • Pipeline and opportunity management
3
Customer Journey and Recovery
  • Customer journey mapping and service design
  • Complaint handling and service recovery
  • Customer retention, loyalty and lifetime value
  • Interpreting financial statements
  • Reporting quality and governance
  • Management accounts and dashboards
  • Segmentation, targeting and the useful segment
  • Pricing, price architecture and discounting
  • Route to market and channel design
  • Marketing measurement and attribution
  • Brand, reputation and communications
  • Commercial ethics and responsible selling
  • Market research and customer insight methods
  • Campaign planning and the content calendar
  • Digital channels and performance marketing economics
4
Measurement and Responsible Practice
  • Marketing measurement and attribution
  • Commercial ethics and responsible selling
  • Customer retention, loyalty and lifetime value
  • Building high-performing sales teams
  • Customer data and CRM
  • Market research and intelligence
  • Data privacy, consent and compliance
  • Make-versus-buy decisions
  • Sourcing portfolios (Kraljic)
  • Global sourcing and trade
  • Budget vs actual and variance
  • Performance and dispute management
  • Cost and profitability analysis
  • Forecasting and planning
  • Performance scorecards and reviews
5
Segmentation and Proposition
  • Segmentation, targeting and the useful segment
  • Value proposition and differentiation
  • Brand, reputation and communications
  • Managing complex accounts
  • Data visualisation for finance
  • Communicating financial results
  • Coaching and skill development
  • Attachment and developmental theory
  • Territory and quota planning
  • CRM and sales technology
  • Sales analytics and metrics
  • Forecasting and pipeline health
  • Performance management in sales
  • Professional roles, boundaries and settings
  • Managing boundaries and dual relationships
6
Pricing and Value
  • Pricing, price architecture and discounting
  • Value proposition and differentiation
  • Marketing measurement and attribution
  • Peer support and consultation
  • Duty of care and risk management
  • Complaints, accountability and fitness to practise
  • Legal responsibilities and professional bodies
  • Client feedback and satisfaction
  • Negotiation and closing commercial deals
  • Key account management and account planning
  • Tenders, proposals and the bid decision
  • Launching a product into a market
  • Managing distributors and channel partners
  • CRM, sales operations and data discipline
  • Account planning and whitespace
7
Route to Market
  • Route to market and channel design
  • Segmentation, targeting and the useful segment
  • Pricing, price architecture and discounting
  • Family intervention planning
  • Managing risk and difficult cases
  • Lessons learned and development
  • Designing and facilitating groups
  • Communication and conflict patterns
  • Psychoeducation and workshops
  • Working with organisations on wellbeing
  • Designing an intervention or programme
  • Professional case study and presentation
  • Risk assessment and safety planning
  • Goal setting and contracting
  • Treatment planning and review
8
Legal and Terms
  • Contract performance, remedies and variations
  • Duty of care and legal framework
  • Visitor and contractor management
  • Legal and ethical investigation
  • Guard force and contractor management
  • Legal and ethical protection
  • Policy administration and customer service in insurance
  • Insurance regulation and consumer protection
  • Vendor, venue and supplier contracting for events
  • Vehicle documentation, compliance and consumer protection
  • Managing complexity and comorbidity
  • Contract performance and exit
  • Contract governance and compliance
  • Workplace and organisational contexts
  • Subcontractor and supplier management
9
Campaigns and Projects
  • Risk-based audit planning
  • Communications strategy and planning
  • Tender planning and documentation
  • Continuous improvement of programmes
  • Project management principles and lifecycle
  • Cost reduction and efficiency programmes
  • Compliance frameworks and programmes
  • Strategic workforce planning and demand forecasting
  • Supply analysis, gaps and scenario planning
  • Onboarding and induction programme design
  • Succession planning and talent pipelines
  • Building project management maturity
  • Measuring change and project impact
  • Sustainability and social impact in projects
  • Project KPIs and performance metrics
10
Operations
  • Productivity, collaboration and workflow tools
  • Process improvement and lean thinking
  • Quality management and standards
  • Productivity and efficiency improvement
  • The procurement cycle and operating models
  • Data quality and master data management
  • Investigation principles and process
  • The vehicle sales process from enquiry to delivery
  • In-process quality control and inspection
  • Industrial utilities, energy and process safety interfaces
  • Change talk and readiness
  • Outcome and process measures
  • Quality and delivery metrics
  • Delivery, quality and stakeholder plan
  • Quality planning and assurance
11
Relationships and Partners
  • Stakeholder mapping in banking
  • Negotiation and influencing
  • Relationship management and cross-selling
  • Wealth, SME and corporate relationships
  • Stakeholder communications
  • Stakeholder mapping and engagement
  • Stakeholders and users of financial information
  • Stakeholders, agency and accountability
  • Trends: ESG, transparency and stakeholder capitalism
  • Shareholder and stakeholder rights
  • Employment relationship and the psychological contract
  • Relationship management and retention
  • Stakeholder mapping and collaboration
  • Influencing and presenting insights
  • Managing difficult stakeholders
12
Ethics and Conduct
  • Driving effective, ethical outcomes
  • Ethical, risk and feasibility considerations
  • Ethics of technology in practice
  • Building trust and engagement
  • Professional ethics and responsibility (PMI)
  • Conflicts of interest and procurement ethics
  • Professional standards and ethics
  • Marketing and sales ethics
  • Brand safety and responsible marketing
  • Sustainability and responsible marketing
  • Goal setting and action planning
  • Regulation, ethics and misinformation in media and telecoms
  • Ethical principles and codes of practice
  • Sustaining ethical, effective practice
  • Ethical frameworks and codes of practice
13
International Markets
  • Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies
  • Agribusiness marketing, branding and export readiness
  • Grades, standards and export certification (GlobalG.A.P.)
  • Export readiness and standards
  • The agricultural sector: systems, actors and global food value chains
  • Transfer pricing and international tax
  • Cross-border data and transfers
  • Cross-cultural and global inclusion
  • Global and comparative HR contexts
  • Global sourcing and international trade
  • International and cross-border tax
  • Traceability, certification and export requirements
14
Change and Adoption
  • Organisational change management
  • Change and adoption in projects
  • Agile and digital transformation projects
  • Baseline setting and change control
  • Sales and marketing transformation
  • Measuring growth and transformation impact
  • Soil chemistry, pH and cation exchange capacity
  • Habit change and behaviour design
  • Digital and market transformation
  • Behaviour change and adoption of innovations
  • Customer experience transformation
  • Change control and configuration
  • Digital and self-service transformation
  • Measuring CX transformation impact
  • Digital transformation in banking
15
People and Incentives
  • Workforce and shift management in retail
  • Workforce management and scheduling
  • Workforce planning and scheduling
  • Employee experience and engagement
  • Customer and employee satisfaction
  • Employee engagement models and drivers
  • The employee lifecycle and HR value chain
  • Communicating risk to the workforce
  • Structural and strategic approaches
  • Wellbeing and holistic health strategy
  • Accountability and follow-through
16
Sustainability
  • Mine water, tailings and environmental management
  • Integrated and sustainability reporting
  • The project environment and stakeholders
  • Market analysis and environmental scanning
  • Monitoring sustainability outcomes
  • Policy, institutions and the enabling environment for agriculture
  • The business case for productivity, quality and sustainability
  • Monitoring, evaluation and sustainability plan
  • Sustainability certification and standards
  • Responsible and sustainable banking
  • Sustainable and green banking
  • Sustainability standards (GRI, ISSB)
  • Wellbeing and resilience coaching
  • Sustainability and environmental duty
  • Environmental management systems (ISO 14001)
17
Learning and Research
  • Monitoring, evaluation and learning for accountability
  • Lessons learned and knowledge management
  • Measuring coaching outcomes
  • Complaint data and learning
  • Cognitive load and learning science
  • The learning and development profession
  • Learning strategy and business alignment
  • Learning cultures and the learning organisation
  • Blended and hybrid learning design
  • Motivation and self-directed learning
  • Training needs analysis and learning strategy
  • Knowledge management and capability building
  • Strengths, flow and engagement
18
Markets and Customers
  • Customer onboarding and lifecycle
  • Customer and community engagement
  • Treating customers fairly and market conduct
  • Data ethics and customer privacy
  • Market and interest-rate risk
  • Know Your Customer and enhanced due diligence
  • Data protection and customer privacy
  • Data, analytics and customer insight
  • Customer segmentation and needs analysis
  • Customer journey and experience design
  • Brand and corporate reputation
  • Value proposition design and messaging
  • Go-to-market and channel strategy
  • The marketing concept and customer orientation
  • Brand and reputation as strategic assets
19
Selling Practice
  • Negotiation with buyers, suppliers and financiers
  • Farm records, bookkeeping and management accounting
  • Business planning and bankable proposal development
  • Complaints, redress and accountability
  • Regulatory duty and accountability
  • Advisory and needs-based selling
  • Sales performance and pipeline management
  • Financial, management and cost accounting distinguished
  • Accounting concepts, principles and the regulatory landscape
  • Financial statements and the accounting equation
  • Responsibility accounting and cost centres
  • Key account management
  • Comparable sales analysis and market evidence
  • Listing, marketing and selling property
  • Property viewings, offers and negotiation to close
20
Customer Experience
  • Customer service technology stack
  • Customer loyalty and advocacy
  • Loyalty programmes and rewards
  • Team leadership in customer service
  • Retention, loyalty and lifetime value
  • Interaction and experience design
  • Buyer behaviour and the customer journey
  • Journey management and tracking
  • Destination, venue and experience products
  • Customer retention in the vehicle ownership cycle
  • Service quality and the passenger experience in transport
  • Customer loyalty and repeat purchase in retail
  • Meaning, purpose and values
  • Customer success and retention
  • Customer experience and journey mapping
21
Digital Channels
  • Telehealth and digital care delivery
  • Data, records and confidentiality tech
  • Automation in project delivery
  • Emerging project technologies
  • Digital disruption and modern go-to-market
  • Digital and data-driven go-to-market
  • Digital marketing strategy
  • Email and marketing automation
  • Marketing technology stack
  • CRM and marketing automation platforms
  • E-commerce and marketplace selling
  • Social media management: platforms, communities and algorithms
  • Scaling technologies and business models
  • Digital advisory, e-extension and mobile services
  • Self-service and digital support
22
Evidence and Analytics
  • Decision support and insight
  • Psychodynamic and psychoanalytic approaches
  • Practice management systems
  • Record-keeping and data protection
  • Evidence-based improvement
  • Evidence-based practice
  • Evidence-based practice and research literacy
  • Psychometric and screening tools
  • Agile metrics and velocity
  • Project data, reporting and analytics
  • AI and predictive project analytics
  • Portfolio of evidence and reflective practice
  • Data-driven decision support and analytics
  • Net Promoter Score and satisfaction metrics
  • Service analytics and dashboards
23
Commercial Finance
  • Total cost of ownership
  • Ration formulation and least-cost feeding
  • Financial inclusion strategy
  • The role of finance in organisations and value creation
  • Ethics and professional standards in finance
  • Cost concepts, classification and behaviour
  • Costing methods: absorption, marginal and activity-based
  • Cost-volume-profit and break-even analysis
  • Standard costing and variance analysis
  • Budgeting techniques and the budgeting cycle
  • Flexible budgets and rolling forecasts
  • Cost of capital and WACC
  • Capital structure and financing decisions
  • Financial modelling and scenario analysis
  • Continuous improvement of finance processes
24
Distribution and Supply
  • Procurement fraud, collusion and bid rigging
  • Emergency, humanitarian and constrained procurement
  • Real estate marketing channels and property portals
  • Procurement and asset management under donor rules
  • Water supply systems: sources, treatment and distribution
  • The retail landscape: formats, channels and the informal market
  • Emerging tools and innovation
  • Procurement and stock management for health commodities
  • Input supply, agro-dealers and last-mile distribution
  • Omnichannel and channel management
  • Touchpoint and channel design
  • Inventory service levels and the cost of stockouts
  • Operational efficiency and channel management
  • Banking products, services and delivery channels
  • Supply market analysis
25
Communication
  • Professional presentation and pitching
  • Reporting to leadership
  • Media and public communication
  • Facilitation, training and public presentation skills
  • Communicating technical information to diverse audiences
  • Professional report writing and presentation
  • Communication and interpersonal skills
  • The banking system, intermediation and financial markets
  • Professional and persuasive communication
  • Transaction monitoring and suspicious reporting
  • Regulatory reporting and audits
  • The media and telecommunications landscape
  • The media business: audiences, advertising and subscription
  • Media planning and buying
  • Measurement and analytics for media and social campaigns
26
Leadership and Teams
  • Access control systems and identity management
  • Locks, keys and credential management
  • Report writing and case management
  • Security operations management
  • Vendor and technology management
  • Leading security teams
  • Travel risk management
  • Coordination with teams and agencies
  • Tax risk management
  • Property management and facility operations
  • Programme cycle management in NGOs
  • Leadership versus management and when each is needed
  • Situational and adaptive leadership
  • Values, purpose and authentic leadership
  • Resilience, wellbeing and stress management
27
Performance and Targets
  • High-performance team rituals and cadence
  • Managing schedule and budget performance
  • Setting objectives and marketing KPIs
  • Marketing and sales KPIs and dashboards
  • Dashboards and performance reporting
  • Capacity and performance management
  • Setting objectives, indicators and targets
  • Service KPIs: CSAT, NPS, CES, SLAs
  • Performance management in service
  • Coaching for performance
  • Banking KPIs and branch scorecards
  • Strategy execution and the balanced scorecard
  • Social performance and outreach
  • Investment principles and objectives
  • Performance management systems and cycles
28
Capability Development
  • Quality monitoring and coaching
  • Coaching and quality monitoring
  • Training and capability building
  • Development banking and project finance
  • Message development and testing
  • Supplier development and innovation
  • Training needs analysis
  • Continuing professional development
  • Measuring development impact
  • Feedback and developmental conversations
  • Career and talent development
  • Project management plan development
  • Schedule development and optimisation
  • Team development and effectiveness
  • Coaching and developing team members
29
Strategic Context
  • Working with referrers and multidisciplinary teams
  • Managing growth, risk and resilience
  • Communicating with families and carers
  • Sustaining strategic customer focus
  • Category management and strategy
  • Competitive bidding processes
  • Strategic analysis: PESTLE, SWOT and Porter’s Five Forces
  • Real options and strategic investment
  • Sustainability strategy and materiality
  • Aligning HR strategy with organisational strategy
  • Reward strategy and total reward frameworks
  • Vision, mission and strategic intent
  • Competitive strategy and positioning
  • Business model design and innovation
  • Setting strategic priorities and choices
30
Risk and Compliance
  • Professional writing and reports
  • Project governance and assurance
  • Project governance frameworks
  • Compliance and regulatory projects
  • Leading project governance
  • Health, safety and compliance in delivery
  • Monitoring, control and reporting
  • Time and cost control
  • Risk identification and analysis
  • Qualitative and quantitative risk analysis
  • Risk response and contingency
  • Governance and organisational value
  • Responsible and sustainable governance
  • Data governance frameworks and roles
  • Data privacy law and compliance (GDPR)
Learning Outcomes

What You Will Achieve

  • Selling by Diagnosis — applied to your own work
  • Customer Journey and Recovery — applied to your own work
  • Measurement and Responsible Practice — applied to your own work
  • Segmentation and Proposition — applied to your own work
  • Pricing and Value — applied to your own work
  • Route to Market — applied to your own work
Enrolment Process

How to Get Certified

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Frequently Asked Questions

Common Questions

What is the CUSE certification?

The Certified UX and Customer Usability Specialist (CUSE) is a Executive-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CUSE?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CUSE certification take to complete?

The programme is structured over 12 Week and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CUSE internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CUSE certification?

The Certified UX and Customer Usability Specialist is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CUSE certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CUSE?

The Certified UX and Customer Usability Specialist is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CUSE?

The Certified UX and Customer Usability Specialist carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CUSE while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CUSE?

Graduates progress towards senior customer-experience and service-operations roles. The CUSE strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

Customer Experience Director
Private Sector
“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Service Operations Manager
NGO Sector
“

I earned my CUSE while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Contact Centre Lead
Government
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