Customer Experience Consultant

Our client is looking for a passionate and skilled Customer Experience (CX) Consultant to join our team. This role is integral to helping organizations enhance their customer-centric approach by designing and implementing CX strategies, journey maps, and metrics that drive customer satisfaction and loyalty. The ideal candidate has a strong understanding of customer experience principles and is adept at uncovering insights to support organizational growth and improve the customer journey.

Key Responsibilities:

1. Customer Experience Strategy and Design:

• • Develop and implement CX strategies aligned with organizational goals and customer needs. 
  • Collaborate with cross-functional teams to integrate CX principles into business processes and services. 
  • Facilitate workshops to design and refine customer personas, journey maps, and engagement strategies. 

1. Customer Journey Mapping and Voice of the Customer (VoC):

• • Conduct customer journey mapping to identify pain points, opportunities, and enhancements. 
  • Lead VoC initiatives to collect and analyze customer feedback through surveys, interviews, and other channels. 
  • Recommend actionable improvements based on VoC data and insights. 

1. CX Metrics and Measurement:

• • Develop CX-focused metrics and key performance indicators (KPIs) to measure customer satisfaction and engagement. 
  • Analyze data to evaluate the effectiveness of CX initiatives and present findings to stakeholders. 
  • Support continuous improvement efforts by implementing data-driven recommendations. 

1. Innovative Customer Engagement:

• • Identify and implement new methods for engaging with customers to foster trust and loyalty. 
  • Stay updated on industry trends and emerging CX technologies to drive innovation. 
  • Advocate for the customer perspective in organizational decision-making. 

Required Skills and Experience:

• Proven ability to create and execute CX strategies in the Federal government and measure their impact. 
• Gather, package, and analyze customer experience data to support leadership decision-making and inform key service improvements.
• Identify IT process improvements to improve the overall end user experience.
• Strong analytical skills, with experience working with CX tools, metrics, and reporting platforms. 
• Excellent interpersonal and communication skills to collaborate across teams and present insights effectively. 

Required Qualifications

• U.S. Citizen
• Ability to pass, and maintain, a federal background check and drug screen successfully
• Bachelor’s Degree and 3 years of experience leading CX initiatives in the Federal government
• Strong collaboration, client communication and handling skills
• Ability to leverage resources to get things done with timeliness and quality
• Ability and interest in performing physical work and inventory related activities
• Innovation, Continual Improvement, and Customer Experience focus

Clearance

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.