CX Consultant IT Consulting and Client facing experience a MUSTThe Customer Experience Consultant is a critical contributor to CX Strategy projects for the largest clients and will be responsible for key project activities. The consultant will provide analysis and support the creation of strategy and recommendations for transformational projects in the areas of Sales, Marketing, Service and Commerce. A strong grasp of customer experience and appreciation of the underlying technologies is required as well as a proven ability to deliver in on a consulting team. The CX Consultant will support CX projects from ideation to implementation and must bring a strong ability to collaborate with team members and clients, the ability to learn on the job, and a desire to deliver. The role requires a consulting mindset, strong analytic skills and an ability to connect the customer experience to business results.
Responsibilities:
Lead project workstreams Create specific client deliverables or sections in larger deliverables Perform CX analysis, discovery, value analysis product management, and recommendations Document and optimize business processes in CX areas Project management of engagements including tracking issues, risks, status and timeline Design and facilitate consulting workshops Interview client customers and stakeholders to identify personas and pain-points Coach junior team members Work directly with clients and manage specific client face-offs Support business development through opportunity identification and proposal support Work with a diverse set of client and internal stakeholders both in person and remotely Work both on-site and off-site Learn new tools in CX domain and help customers to adopt these tools Support the technical team with functional understanding and validation of new features in case working on an active assignment with the customer.
Qualifications:
A passion for creating great customer experiences for both our clients and their customers Understanding of customer-facing business processes and various tools in this area. Knowledge of CX consulting methodologies including journey mapping and persona design Knowledge of traditional management consulting techniques including vision documents, roadmaps and value cases Knowledge of CX platforms in at least one area of Sales, Marketing, Service and Commerce Familiar with Design Thinking and Agile Strong verbal, written and visual (PPT) communication skills 3-6 years in consulting, or relevant agency and business software consulting with at least 2 years related to CX Consulting Fluency in written and spoken English is a requirement BS/MS required, with an excellent academic record; MBA in Marketing/Sales desired Self-directed with ability to excel in a fast-paced work environment, working independently and remotely with people at all levels in an organization. Willingness to travel up to 65%1) Years of experience required for the position: 3-6 years2) Location for the position Remote, but East Coast / Midwest preferred; BTG client cities strongly preferred Typefull time
