Customer Experience Strategy Consultant

Experient•Atlanta, GA

21h•Hybrid

About The Position

We are seeking a Customer Experience Strategy Consultant to join our Experience practice. In this role, you will help clients understand who their customers are, what they need and where their experiences break down, and then translate those insights into strategies, roadmaps and solutions that create value for both customers and the business. You will do hands-on work across customer research, journey and service design and CX measurement, partnering closely with client stakeholders and with Experient’s product, technology and data teams to bring strategies to life. You’re smart, insatiably curious and deeply empathetic toward your clients and their customers. You may have honed your craft at an agency, a CX or design consultancy or a boutique firm, and you’re comfortable owning work end to end, from framing the problem and running research to facilitating workshops and presenting recommendations to executives. You understand that great customer experience is as much science as it is art: you’re as comfortable with data and business cases as you are with sticky notes and journey maps. You love solving hard problems with smart, collaborative people, and you care a lot about delivering excellence.

Requirements

4+ years of experience in customer experience strategy, service design, design research or a related field gained in an agency, consultancy or other client-services environment.
Portfolio or case studies demonstrating your work, such as journey maps, service blueprints, personas, experience concepts and roadmaps.
Hands-on experience planning and leading customer research and synthesizing qualitative and quantitative findings into insights and recommendations.
Experience with CX measurement and voice-of-customer programs, including metrics such as NPS, CSAT and CES, and the ability to tie them to business outcomes.
Ability to build a CX business case and quantify the value of experience improvements.
Familiarity with CX maturity models, operating models and governance, and how to use them to shape a transformation plan.
Working knowledge of how AI and digital technologies are reshaping customer experience, such as conversational AI, personalization and digital self-service.
Experience working closely with product and technology teams, with a solid understanding of how digital products, apps and websites are designed and built.
Familiarity with common research, CX and collaboration tools such as Qualtrics, Medallia, Miro, FigJam or Figma.
Strong facilitation skills, with experience leading workshops and working sessions with executives and cross-functional teams.
Ability to build rapport and trusted relationships with client stakeholders at all levels.
Exceptional storytelling and written and verbal communication skills, with the ability to explain complex concepts in easy-to-understand terms.
Strong critical thinking and problem-solving skills, and comfort working in ambiguous, undefined situations.
Self-starter who takes ownership and contributes at whatever level the engagement requires.

Nice To Haves

Bachelor’s degree in business, design, psychology, human-computer interaction or a related field preferred.
background in digital product ideation and development, or experience connecting employee experience to customer experience.
Flexibility to work on-site (Experient office or client site) and travel as required to support client engagements.

Responsibilities

Partner with client leaders to define customer experience strategies, visions and priorities, whether designing experiences for their customers or strengthening the client’s own internal CX capabilities.
Plan and conduct qualitative and quantitative customer research, including stakeholder and customer interviews, surveys, contextual inquiry and analysis of voice-of-customer, operational and behavioral data.
Synthesize research into clear, actionable insights and artifacts such as personas, segments, jobs to be done, journey maps, service blueprints and opportunity frameworks.
Identify pain points and moments that matter across channels and touchpoints and develop future-state experience concepts and omnichannel strategies.
Build the business case for CX investments, linking experience improvements to outcomes such as revenue, retention, cost to serve and customer lifetime value.
Define CX measurement frameworks and KPIs (such as NPS, CSAT and CES) and help clients design or mature their voice-of-customer and journey management programs.
Assess client CX maturity and help design the operating models, governance and capabilities needed to sustain customer-centric ways of working.
Identify opportunities to apply AI, automation and personalization to improve customer and employee experiences in a responsible, human-centered way.
Develop multi-year experience transformation roadmaps that sequence initiatives, dependencies and quick wins.
Plan and facilitate workshops, co-creation sessions and design sprints with cross-functional client and Experient teams, both in person and virtually.
Create executive-level storytelling presentations that simplify complex findings and concepts to drive decisions and action.
Partner with product, design, technology and data teams to carry strategy into implementation and ensure the intended experience is delivered.
Analyze market, competitive and industry trends to bring fresh points of view and best practices to clients.
Contribute to proposals, solution shaping and thought leadership that help grow the Experience practice.