Lead Consultant — Customer Experience
Gallup•Chicago, IL
•$100,000 - $145,000•Hybrid
About The Position
As a lead consultant on Gallup’s Customer Strategy team, you’ll help change the customer experience at Fortune 1000 organizations. You’ll bring a customer-first perspective to your clients, helping them understand what their customers experience and how their employees can strengthen customer relationships and business outcomes.
Requirements
- Bachelor’s degree required
- At least five years of paid professional experience in customer experience, customer strategy, customer insights or a related field, such as customer experience consulting, solutions consulting, account management, customer success, client success, management consulting or enterprise customer insights, required
- Demonstrated experience turning customer insights and analytics into recommendations and actions that improve client or business outcomes required
- Ability to travel approximately 25%, primarily within the U.S. and Canada, required
- A commitment to working on-site at Gallup’s Chicago office at least three days per week when not traveling required
- Eligibility to work in the U.S. required; this position is not eligible for employment visa sponsorship
Nice To Haves
- master’s degree preferred
- Familiarity with customer experience technology platforms such as Qualtrics, Medallia, Forsta or similar platforms preferred
Responsibilities
- Advise senior client leaders on customer experience strategy, translating customer insights and analytics into practical, prioritized action
- Partner with account teams to uncover and activate customer experience growth opportunities across Gallup’s client portfolio
- Diagnose complex customer challenges and shape customized solutions, from initial discovery and proposal development through implementation and delivery
- Measure customer engagement, introduce service values, enhance brand reputation and develop other customer experience strategies unique to your clients
- Connect Gallup’s employee engagement expertise to customer outcomes, helping client leaders understand how their people can create exceptional customer experiences
- Leverage third-party customer experience technologies and platforms when needed to create the right solution for each client
- Help evolve Gallup’s customer experience approach by bringing fresh perspectives, sharing methods and learnings, and building capability across the firm
Benefits
- medical, dental, vision, life and other insurance options
- a fully vested 401(k) retirement savings plan with company matching
- an employee stock ownership program
- mass transit reimbursement
- family-building benefits
- an employee assistance program
- various reimbursements and activities that enhance our associates’ wellbeing
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What This Job Offers
Job Type
Full-time
Career Level
Senior
