Consultant - Experience

Granicus

1d•Remote

About The Position

The Granicus Experience Group (GXG) is Granicus’ in-house digital agency, a cross-functional team of strategists, analysts, communicators, and Granicus technology experts focused on customer experience and digital communications. We leverage best-in-class human-centered practices and a design-thinking approach to help our federal, state, and local government customers better connect with the people they serve. We discover better insights, build better experiences, and achieve better outcomes. GXG is a fast-growing agency at a high-growth tech company, seeking a Consultant for our Experience Practice Area to apply a human-centered approach to digital experience planning, using empathy, data, and insights to nurture the connection between people and government. Experience Consultants analyze the current state of our clients’ customer experience, then map an idealized journey to meet our clients’ goals and inspire new approaches. Our Experience Consultants lead discovery activities to understand our customers’ audiences and their overall goals. They conduct interviews, facilitate workshops, and review content or data to glean insights, then develop actionable plans for enhanced digital experiences, including personas, customer journeys, messaging frameworks and more. Our Experience team collaborates closely with our communications and data teams to evaluate the effectiveness of our plans over time. Strong candidates will have a proven track record of developing digital strategies for clients, preferably for government. Candidates will have experience facilitating discovery sessions, analyzing data to inform strategies, and working on large-scale or program-level projects for clients. Candidates will be experts in email and social media communications, as well as community engagement and management. Candidates must have a desire to be part of a data-driven, client-focused, fast-paced team that loves the mission of improving the citizen experience and providing world-class service to government clients. Projects range from assessing the effectiveness of a rural county’s digital communications initiative, to driving awareness-to-action of a state-wide social services initiative, to growing a large federal agency’s digital audience in a short timeframe, to managing the largest online community to advance national preparedness and resilience. The position reports to the Manager of the Granicus Experience Group.

Requirements

5+ years of consulting, digital strategy, user experience or customer experience preferably in a digital/social media company serving government or at a government agency.
Proficient in core CX skills, ie. human-centered design, journey mapping, persona development, content strategy, quantitative and qualitative research methodologies, etc. ideally supporting a government client
Be proficient in digital-communications tools, and preferably the Granicus family of products, ranging from email marketing, online collaboration, website content management systems, online forms, and social networks to the next new thing
Solid written, verbal and presentation skills and workshop facilitation skills in a heavy client-facing capacity
Experience digesting data and deriving insights that lead to actionable recommendations, then applying intuition and experience to complement data
Understand and use digital tools, technologies and trends, then leverage those for client success, including research and discovery efforts
Strategic thinker with the ability to exercise independence, autonomy, and sound judgment in making account recommendations and decisions. Skillfully enlist internal stakeholders to help navigate client relationships
Ability to be flexible in a changing work environment and to work well under pressure
Consistently perform against simultaneous projects in a fast-paced environment
Experience and/or enthusiasm for working with government. Passionate about public service, citizen engagement and all things digital
Thrive in a fast-paced environment while demonstrating strong personal initiative and on-time delivery of project tasks and deliverables.
Maintain awareness and understanding of government news, as well as digital communications and industry developments that apply to the position and responsibilities.
Be hungry and passionate, have a collaborative spirit and be committed to making a difference with communications and collaboration.

Responsibilities

Execute comprehensive multichannel strategy projects for public sector clients, including complete management of project scope, timeline and requirements
Perform discovery and planning functions, including stakeholder and audience interviews, content audits and assessments, and overall current state analysis. Use data and empathy to discover insights, then translate those insights into actionable plans, including personas, customer journeys, messaging frameworks and more.
Offer expertise and recommendations to clients, and closely collaborate with internal team members and contractors.
Act as a primary client feedback conduit to GXG leadership and maintain proactive approaches to executing client initiatives, anticipating customer needs and keenly guiding decisions based on data and best practices.
Continuously demonstrate a polished, professional relationship with colleagues and clients by being organized, prepared and proactive. Have an authentic and polished presence at all times.
Occasionally represent the Granicus Experience Group in speaking roles, panel participation, webinars, workshops and client outreach, as well as attend and participate in industry conferences and workshops throughout the U.S. as needed.
Become an expert on Granicus products and future product development by keeping abreast of new and upcoming enhancements to our platform.
Set the standards for and ensure quality in all client deliverables
Guide and mentor junior team members in project execution.
Shape the client strategy.
Put forward product enhancements based on client need