Job Description

WE HAVE EXCITING CUSTOMER EXPERIENCE ENGAGEMENTS STARTING ALL THE TIME AND WE'RE CONTINUALLY LOOKING FOR EXCEPTIONAL PEOPLE TO GROW OUR TEAM. IS THAT YOU?

ABOUT US We’re a sector-leading customer experience consultancy and business is going amazingly well. We have many happy clients from fast growth companies to Fortune 100. We have exciting plans for our future growth, which is one reason we need (your?) help facilitating and delivering our CX engagements.

ABOUT YOU You are an advocate of human-centered or customer-centric experience design and are used to working with multi-disciplinary teams to develop ideal customer experiences across multiple channels which may include mobile, web, voice or retail. You have a proven track record using research insights to inspire and recommend improvements to an existing customer journey or for creating new concepts that delight customers.

You are confident facilitating workshops (or training) with multi-disciplined teams. Your past work experience includes research-driven methods (uncovering customer “pain-points”, wants and needs), applying "outside-in" customer insights to delivery defensible brand or customer experience strategies, designs and plans.

You’re very hands-on involved in the details of both the planning and execution of customer experience design deliverables and workshops (including documenting and presenting results out to key stakeholders).

You can easily embrace and leverage our proven approach combined with your expertise to help our clients really “get” their customers and design what it looks like to deliver an exceptional customer experience.

WHAT YOU WILL DO

• Facilitate client workshops and/or train on our methodologies
• Create an environment where clients are safe to express their ideas and share both customer and employee insights/experiences around Touchpoints with the organization
• Create personas, customer journeys maps and experience blueprints
• Take customer research insights and turn them into design recommendations
• Help clients define and establish criteria and KPI’s for assessing implementation success
• Articulate the outcomes and findings from client workshops to an executive audience 
• Travel to the client site periodically during the course of an engagement (post-COVID-19)

YOUR EXPERIENCE You have a minimum of 3 years customer experience and/or service design experience, including managing/facilitating multi-disciplined teams.

You have a minimum 7 years management consulting experience.

You have demonstrable experience in leading projects and managing stakeholders and can show a good understanding of customer experience and/or service design.  

WHAT TO DO NEXT Our clients are waiting, but we're missing bench strength. So let’s go! Start by telling us who you are and how you can quickly come up to speed to help...

If it's all good, we can talk about a more permanent relationship.

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