How long does this certification take?

The programme takes 12 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Expert / Executive Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified UX and Customer Usability Specialist in Burundi

Q: What is the Certified UX and Customer Usability Specialist?

The Certified UX and Customer Usability Specialist is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Customer Service & Administration.

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 Weeks 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

Who Should Enrol?

Customer Service Representatives
Contact-Centre and Front-Office Staff
Customer Experience Professionals
Service and Support Team Leaders

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.

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

Selling by Diagnosis

Consultative selling and understanding the buyer
The sales pipeline and forecasting discipline
Value proposition and differentiation
CRM, sales operations and data discipline
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
Segmentation, targeting and the useful segment
Pricing, price architecture and discounting
Route to market and channel design
Marketing measurement and attribution
Customer journey mapping and service design
Customer retention, loyalty and lifetime value
Complaint handling and service recovery
Brand, reputation and communications

Customer Journey and Recovery

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value
Managing distributors and channel partners
Commercial ethics and responsible selling
Market research and customer insight methods
Campaign planning and the content calendar
Digital channels and performance marketing economics
Negotiation and closing commercial deals
Key account management and account planning
Tenders, proposals and the bid decision
Launching a product into a market

Measurement and Responsible Practice

Marketing measurement and attribution
Commercial ethics and responsible selling
Customer retention, loyalty and lifetime value

Segmentation and Proposition

Segmentation, targeting and the useful segment
Value proposition and differentiation
Brand, reputation and communications

Pricing and Value

Pricing, price architecture and discounting
Value proposition and differentiation
Marketing measurement and attribution

Route to Market

Route to market and channel design
Segmentation, targeting and the useful segment
Pricing, price architecture and discounting

Legal and Terms

Designing a governance, compliance or policy solution
Risk, legal and feasibility analysis
Policy cycle and evidence-based policy
Research methods for policy
Policy development and drafting
Employment law framework and contracts of employment
Health and safety legal duties
Employment relationship and the psychological contract
Designing an HR intervention or policy
Consulting skills and contracting with the business
Preparing financial statements
Legal and ethical protection
Financial reporting frameworks (IFRS/GAAP)
Interpreting financial statements
Integrated and sustainability reporting

Campaigns and Projects

Discovery-driven planning and assumption testing
Product launch and go-to-market sequencing
Operational planning and execution discipline
Personal leadership development planning
Operational planning and resource management
Project and programme oversight
Operational planning and workflow management
Leading procurement projects and change
Value and savings programmes
Transport modes, planning and optimisation
Demand planning and forecasting
Range planning and category management
Mine planning and methods: surface and underground
Management accounts and dashboards
Budget vs actual and variance

Operations

Healthcare quality, safety and accreditation
Reporting quality and governance
Cost and profitability analysis
Outcome and process measures
Quality and delivery metrics
Delivery, quality and stakeholder plan
Quality planning and assurance
Quality control and continuous improvement
Integrated risk and quality control
Data quality and governance
Forecasting and planning
The vehicle sales process from enquiry to delivery
In-process quality control and inspection
Industrial utilities, energy and process safety interfaces
Communicating financial results

Relationships and Partners

Strategic customer relationships
Managing boundaries and dual relationships
The project environment and stakeholders
Stakeholder and sponsor management
Stakeholder rights and fair treatment
Stakeholder identification and analysis
Stakeholder engagement strategy
Managing expectations and influence
Building project relationships
Influencer and affiliate marketing
Building strategic customer relationships
Influencing and negotiation with stakeholders
Partnering and co-creation with customers
Negotiation with clients and partners
Attachment and developmental theory

Ethics and Conduct

Regulation, ethics and misinformation in media and telecoms
Ethical principles and codes of practice
Sustaining ethical, effective practice
Ethical frameworks and codes of practice
Legal responsibilities and professional bodies
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 (CIPS)
Sustainability and responsible sourcing
Fair trade and responsible supply
Ethics and professional conduct in security

International Markets

Cross-cultural and global inclusion
Professional roles, boundaries and settings
Peer support and consultation
Client feedback and satisfaction
International and cross-border tax
Lessons learned and development
Designing and facilitating groups
Global sourcing and trade
Psychoeducation and workshops
Transfer pricing and international tax
Cross-border data and transfers
Global sourcing and international trade
Global and comparative HR contexts
Working with organisations on wellbeing

Change and Adoption

Baseline setting and change control
Sales and marketing transformation
Measuring growth and transformation impact
Designing an intervention or programme
Professional case study and presentation
Digital and market transformation
Behaviour change and adoption of innovations
Customer experience transformation
Digital and self-service transformation
Measuring CX transformation impact
Digital transformation in banking
Risk assessment and safety planning
Digital transformation and IT strategy
Procurement transformation and operating models
Variations, claims and delay: managing change on site

People and Incentives

Innovation culture, incentives and psychological safety
Workforce and shift management in retail
Goal setting and contracting
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
Strategic workforce planning and demand forecasting
Communicating risk to the workforce
Belonging, culture and employee resource groups
Data protection and employee privacy

Sustainability

Market analysis and environmental scanning
Sustainability and responsible marketing
Treatment planning and review
Managing complexity and comorbidity
Monitoring sustainability outcomes
Monitoring, evaluation and sustainability plan
Sustainability certification and standards
Responsible and sustainable banking
Sustainable and green banking
Control environment and risk assessment
Emerging assurance areas (ESG)
Workplace and organisational contexts
The regulatory and legal environment
Trends: ESG, transparency and stakeholder capitalism
Responsible and sustainable governance

Learning and Research

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
Minimum viable offer and validated learning
Monitoring, evaluation and learning for accountability
Change talk and readiness
Lessons learned and knowledge management

Markets and Customers

Team leadership in customer service
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
Customer effort and sentiment analysis
CRM systems and customer data
Customer service technology stack
Social media customer care

Selling Practice

Managing large and complex accounts
Sales analytics and forecasting tools
E-commerce and marketplace selling
Field sales and territory management
Sponsorship and negotiation selling
Leading campaigns and sales projects
Team leadership in sales and marketing
Negotiation with buyers, suppliers and financiers
Goal setting and action planning
Habit change and behaviour design
Complaints, redress and accountability
Account planning and whitespace analysis
Negotiation and influencing
Regulatory duty and accountability
Relationship management and cross-selling

Customer Experience

Destination, venue and experience products
Customer retention in the vehicle ownership cycle
Customer loyalty and repeat purchase in retail
Accountability and follow-through
Complaints, accountability and fitness to practise
Customer success and retention
Customer experience and journey mapping
Journey and process redesign
Professional ethics in customer service
Customer service and CX strategy
Prioritising experience investments
Retention, loyalty and lifetime value
Interaction and experience design
Buyer behaviour and the customer journey
Journey management and tracking

Digital Channels

Telehealth and digital care delivery
Wellbeing and resilience coaching
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
Scaling technologies and business models
Social media management: platforms, communities and algorithms
Digital advisory, e-extension and mobile services
Self-service and digital support
Technology selection and integration

Evidence and Analytics

Measuring coaching outcomes
Analytical techniques and bias
Data visualisation for finance
Decision support and insight
Psychodynamic and psychoanalytic approaches
Strengths, flow and engagement
Record-keeping and data protection
Evidence-based improvement
Evidence-based practice
Evidence-based practice and research literacy
Psychometric and screening tools
Text and interaction analytics
Data privacy and consent
Service quality and turnaround metrics
Data analytics in audit

Commercial Finance

Make-versus-buy and total cost of ownership
Cost and price analysis
Logistics performance and cost control
Transfer pricing basics
Transfer pricing documentation
NGO financial management and budget-versus-actual discipline
Insurance pricing, premiums and loadings
Pricing tours, events and sponsorships
Vehicle financing, insurance and total cost of ownership conversations
Costing production: standard costs, variances and the true cost of scrap
Non-revenue water, metering and cost recovery
Financial acumen: budgets, P&L and cash
Cost management and value creation
Managing budgets and resources
Pricing, promotions and markdowns in retail

Distribution and Supply

Inventory management and optimisation
Sustainable procurement principles and standards
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
Meaning, purpose and values
Data, records and confidentiality tech
Procurement and stock management for health commodities
Procurement and contract value
Procurement and contract management
Digital procurement and the future of the profession
Team leadership in procurement
Digital procurement roadmaps
Supply market analysis and Porter’s forces

Communication

Reporting to leadership
Media and public communication
Practice management systems
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
Dashboards and performance reporting
Professional presentation and pitching
Control monitoring and reporting
Crisis communications

Leadership and Teams

Management and board reporting
Influencing and safety leadership
Emerging tools and innovation
Environmental management systems (ISO 14001)
Working with referrers and multidisciplinary teams
Management review and improvement
Leadership versus management and when each is needed
Situational and adaptive leadership
Values, purpose and authentic leadership
Resilience, wellbeing and stress management
Aligning teams around strategy
Key account management strategy
Renewals and churn management
Tender and bid management
Capacity and performance management

Performance and Targets

Performance management in service
Coaching for performance
Banking KPIs and branch scorecards
Social performance and outreach
Measuring IT value and performance
Performance and dispute management
Performance scorecards and reviews
Investment principles and objectives
Logistics KPIs and cost control
Planning performance and service
Performance management systems and cycles
Performance management systems and KPIs
Managing performance day to day
Contract performance and exit
Retail performance metrics: sales densities, conversion and basket

Capability Development

Coaching and quality monitoring
Training and capability building
Development banking and project finance
Message development and testing
Supplier development and innovation
The working alliance and coaching presence
The boundary between coaching and therapy
Questioning, listening and the coach’s restraint
Goal setting and behavioural change in coaching
Feedback, challenge and psychological safety in coaching
Mentoring, sponsorship and developmental relationships
Category management and strategy development
Supplier development and improvement
Real estate development and project appraisal
Proposal development and donor reporting

Strategic Context

Setting strategic priorities and choices
Strategy execution and the balanced scorecard
Strategic decision-making under uncertainty
Measuring strategic progress
Turning strategy into results
Procurement’s contribution to organisational strategy
Sourcing strategies and portfolio (Kraljic)
Negotiation strategy and planning
Manufacturing strategies: make-to-stock, make-to-order and batch versus flow
Content strategy across platforms
Communicating with families and carers
IT strategy and business alignment
Collections strategy
Category management and strategy
Competitive bidding processes

Risk and Compliance

How insurance works: risk pooling and the value chain
Underwriting principles and risk selection
Insurance regulation and consumer protection
Vehicle documentation, compliance and consumer protection
Regulation of transport: authorities, conventions and licensing
Tariffs, regulation and the economics of essential services
Ground control and strata management
Duty of care and risk management
Managing risk and difficult cases
Professional writing and reports
Project governance and assurance
Derivatives and risk instruments
Regulatory liquidity ratios (LCR, NSFR)
IT governance frameworks (COBIT)
Enterprise architecture governance

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified UX and Customer Usability Specialist principles aligned with recognised customer-experience and service-quality standards
Apply evidence-based methods to improve customer service, contact-centre operations and customer experience
Master customer service excellence and standards and contact centre and multichannel operations
Apply complaint handling and service recovery and customer experience design and journey mapping in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in customer service

Enrolment Process

How to Get Certified

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Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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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 Weeks 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.

Certified UX and Customer Usability Specialist

Certified UX and Customer Usability Specialist

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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