Customer Experience Consultant

Consulting - Remote - Full Time

We have exciting contract-based customer experience engagements starting all the time and we're continually looking for exceptional people to grow our team. Is that you?

About Us
We’re a sector-leading experience management consultancy and business is going amazingly well. We have many happy clients from fast growth companies to Fortune 100. We have exciting plans for our future growth, which is one reason we need your help managing, facilitating and delivering our experience management engagements.

About You
You are an advocate of human-centered or audience-centric experience design and are used to working with multi-disciplinary teams to develop ideal experiences across multiple channels which may include face-to-face, mobile, web, or voice. You have a proven track record using research insights to inspire and recommend improvements to an existing customer/employee/partner journey or for creating new concepts that delight targeted audiences.

You are confident facilitating workshops (or training) with multi-disciplined teams. Your past work experience includes research-driven methods (uncovering “pain-points”, expectations, wants and needs), applying "outside-in" insights to deliver defensible experience strategies, designs and plans.

You’re very hands-on involved in the details of both the planning and execution of experience improvement and design deliverables (including documenting and presenting to key stakeholders.)

You can easily embrace and leverage our proven approach combined with your expertise to help our clients really “get” their customers/employees/partners and design what it looks like to deliver exceptional experiences.

What You Will Do

  • Facilitate client workshops and/or train on our methodologies
  • Articulate the outcomes and findings from client workshops to an executive audience 
  • Create an environment where clients are safe to express their ideas and share both customer and employee insights/experiences around touchpoints with the organization
  • Create personas, journeys maps and experience blueprints to enhance the customer/employee/partner experience
  • Take research insights and turn them into experience improvement actions and experience design recommendations
  • Help clients define and establish criteria for assessing/measuring experience improvements tied to business outcomes
  • Travel to the client site periodically during the course of an engagement (post-COVID-19) 

Your Experience and Attributes
You have a proven track record of delivering change in any business environment.

You are intellectually curious, have superior problem-solving skills and sharp attention to detail, and create high quality and compelling deliverables.  

You have a minimum of 3 years customer experience and/or service design experience, including managing/facilitating multi-disciplined teams for mid-size to enterprise companies.

You have a minimum 3 years management consulting experience.

What To Do Next
Our clients are waiting, but we're missing bench strength. So let’s go! Start by telling us who you are, why you want to join our team, and how you can quickly come up to speed to help.

Apply: Customer Experience Consultant
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