CX Consultant

Job Description

Job Description

Join a growing consulting company that is fun, flexible and passionate about helping our clients (some of the world's most recognizable brands) improve their Customer Experience.

The Customer Experience Consultant possesses 4-8 yrs of experience with customer experience strategy and implementation. This role is responsible for helping develop and implement activities that initiate and strengthen the relationship between our clients and their customers across all channels. They will assist in analyzing and creating a Customer Experience that exceeds customers' expectations and drives business results. Tasks and activities will range from coordination of project activities to participating in or leading the creation of client-facing deliverables. Responsibilities may also include the analysis of customer data, primary and secondary research, and current state process, technology, and people / organizational assessments.

Responsibilities for Customer Experience Consultants and Consulting Managers include the following. Other duties may be assigned.

Participate and assist with client executive interviews and customer or employee focus groups

Assist with client workshops to facilitate the discovery of business gaps, challenges, inconsistencies, as well as to define the future state vision

Lead clients through journey mapping workshops to identify current state challenges and future state objectives

Leverage Voice of the Customer and other customer research data to analyze and understand opportunities

Conduct current state assessments and prepare results and findings for communication to team members and clients

Analyze research data, customer data, and product / service data

Support primary research with client customers or secondary research to validate findings and assertions

Identify a realistic and executable strategy focused on planning and developing roadmaps, communication plans, governance structures and investment prioritization for execution

Deliver a roadmap to accelerate the adoption and maturity of customer experience improvements

Lead clients through the definition and establishment of criteria and KPI’s for assessing customer experience success

Develop client deliverables by assimilating multiple inputs into a clear and understandable document following a logical sequence and storyline

Develop client relationships, grow confidence with clients, and become a trusted advisor

Understand the overall project plan and how individual efforts are critical to its successful completion

Deliver with quality the assigned tasks, activities, and deliverables as planned and outlined within the broader context of the project

Demonstrate always the key competencies of our culture including client focus, solution orientation, and self-driven initiative

Qualifications to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience - Bachelor’s or Master’s degree from an accredited college or university.

3+ years in management consulting or strategy consulting, or related field(s)

2+ years working in customer experience, with proven capability developing related strategies and establishing actionable plans

Strong written and oral communication skills

Capability with specific skills including the Microsoft Office suite, Data Analysis and related toolsets, Voice of the Customer and / or Experience Management technologies

Experience with project planning, task management, time & expense entry, and invoicing / financials

Travel - Willingness to travel for proposals, meetings, project work, and / or presentations on either a periodic or, in some cases, regularly recurring basis (up to 50%, Post-COVID)

Certificates, Licenses, Registrations - PMP, CXPP, and other related certifications are nice to have but not required

This is a full-time salaried W2 position with our company, including very competitive benefits and a great team to work with!

Andrew Reise Consulting is a leading provider of customer experience solutions. We are committed to helping clients align their product and service delivery experience with the wants, needs and expectations of their customers. We work with clients to build customer experience strategies tailored to enhance the full customer lifecycle. Our strategy development offering is built on decades of experience working with Fortune 500 companies across industries to grow broader, deeper and longer customer relationships.

Our strategies and solutions are designed to put clients first and deliver practical solutions to improve their bottom-line. We start with strategy, but recognize the value of excellence in delivery. Our experienced consultants anticipate critical situations and are prepared to combat the typical pitfalls of customer experience programs. Above all else, we believe in solving problems, and are prepared to take on the most complex issues standing in the way of our client’s customer experience goals.

Andrew Reise is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination.