Customer Experience Senior Consultant

Job Family:

Strategy & Transformation Consulting

Travel Required:

Up to 10%

Clearance Required:

Ability to Obtain Public Trust

What You Will Do:

As a CX Senior Consultant, you will help our clients identify, evaluate, and solve some of their most complex challenges, assisting them in achieving their strategic goals and objectives to fulfill their mission and comply with Federal laws and regulations.  

Our teams focus on defining the desired customer experience through customer and market insight, aligning customer service with overall goals and objectives, leveraging technology and digital solutions to support customer strategy, and identifying and resolving performance issues that lead to customer dissatisfaction. Individuals will be engaged in a diverse set of project-specific tasks covering a broad set of customer experience capabilities. The candidate will apply deep experience in Customer Experience and Customer Experience Management including understanding of customer needs/preferences, experience journey design, customer assessments, customer strategy business transformation, customer retention, customer engagement roadmap development.

Duties will include:  

• Facilitating strategic alignment workshops with clients

• Conducting customer experience assessments and collecting voice of the customer data, such as a Customer Experience Self-Assessment

• Performing customer journey mapping, customer journey design, and roadmap development 

• Creating and implementing customer-centric strategies based on short-, medium-, and long-term recommendations 

• Mentoring and supporting clients through process improvement initiatives 

• Analyzing customer data to identify trends, opportunities, and areas for improvement

• Leveraging customer experience management (CXM) tools and platforms as appropriate to generate CX improvements

• Creating an inclusive and participatory atmosphere that encourages active engagement from all participants. Use techniques to manage group dynamics and ensure that all voices are heard and respected 

• Capturing meeting discussions, decisions, action items, and follow-up tasks

• Engaging with clients to strategize, brainstorm, review, and present meeting resources 

• Build and sustain meaningful relationships with clients and colleagues

• Contribute to positive team culture and collaborative working environment

• Understand firm capabilities, solutions, and methodologies

• Support internal and business development initiatives, such as communities of practice and proposals

What You Will Need:

• US Citizenship and the ability to obtain and maintain a federal Public Trust 

• 5+ years of relevant experience in customer experience, customer service, or related roles, with a proven track record of improving customer satisfaction

• Bachelor’s Degree

• Strong oral and written communications skills 

• Proven ability to design meeting strategies to achieve client goals and facilitate group decision-making around complex policy concepts  

• A deep understanding of customer behavior and the ability to think from a customer's perspective.

• Experience applying project management concepts  

• Comfortable and confident presenting to a variety of audiences 

• Proven ability as a strong, detail-oriented writer and editor, with capability to deliver quality content in short time frames for a variety of audiences 

• Flexibility in prioritizing and completing tasks 

• Ability to execute across a variety of tasks simultaneously 

What Would Be Nice To Have:

• Master's Degree in related field

• Experience in consulting

• Relevant certifications, such as Certified Customer Experience Professional (CCXP) or Six Sigma

• Direct experience or familiarity with FEMA or emergency management 

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave and Adoption Assistance

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savin