Lead Consultant — Customer Experience

Gallup•Chicago, IL

1d•Hybrid

About The Position

As a lead consultant on Gallup’s Customer Strategy team, you will help Fortune 1000 organizations change their customer experience. You will bring a customer-first perspective to clients, helping them understand what customers experience and how employees can strengthen customer relationships and business outcomes. The role advises senior client leaders, translates customer insights and analytics into practical strategies, and develops customized solutions from discovery and proposal development through implementation and delivery. It also connects Gallup’s employee engagement expertise to customer outcomes and contributes to the evolution of Gallup’s customer experience approach and capabilities. The position requires working on-site at Gallup’s Chicago office at least three days per week when not traveling, with approximately 25% travel, primarily in the U.S. and Canada. Eligibility to work in the U.S. is required; employment visa sponsorship is not available for this position.

Requirements

Bachelor’s degree required.
At least five years of paid professional experience in customer experience, customer strategy, customer insights, or a related field 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.
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; the position is not eligible for employment visa sponsorship.
Customer-first perspective and understanding of how employees shape customer experiences.
Analytical credibility, business acumen, compelling communication, and a sophisticated presence to influence partners and challenge assumptions.
Ability to work through ambiguity, create customized solutions, collaborate across teams, take ownership, and follow through to achieve outcomes.

Nice To Haves

Master’s degree preferred.
Familiarity with customer experience technology platforms such as Qualtrics, Medallia, Forsta, or similar platforms preferred.
Experience in customer experience consulting, solutions consulting, account management, customer success, client success, management consulting, or enterprise customer insights.

Responsibilities

Advise senior client leaders on customer experience strategy and translate customer insights and analytics into practical, prioritized action.
Partner with account teams to identify and activate customer experience growth opportunities across Gallup’s client portfolio.
Diagnose complex customer challenges and develop customized solutions from initial discovery and proposal development through implementation and delivery.
Measure customer engagement, introduce service values, enhance brand reputation, and develop customer experience strategies tailored to clients.
Connect Gallup’s employee engagement expertise to customer outcomes and help client leaders understand how employees can create exceptional customer experiences.
Use third-party customer experience technologies and platforms when needed to create appropriate client solutions.
Help evolve Gallup’s customer experience approach by sharing perspectives, methods, and learnings and building capability across the firm.
Build client relationships, uncover opportunities to expand Gallup’s impact, grow accounts, and generate revenue.