Job Details

We have exciting contract-based 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 experience management 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 managing, facilitating and delivering our experience management engagements.

About You
You are early in your career, have a passion for customer experience (CX), are an advocate of human-centered or audience-centric experience design and are used to working with multi-disciplinary teams to develop ideal experiences across multiple channels which may include face-to-face, mobile, web, or voice. You have a proven track record using research insights to inspire and recommend improvements to an existing customer/employee/partner journey or for creating new concepts that delight targeted audiences.

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

You're very hands-on involved in the details of both the planning and execution of experience improvement and design deliverables (including documenting and presenting to key stakeholders.)

You can easily embrace and leverage our proven approach combined with your expertise to help our clients really "get" their customers/employees/partners and design what it looks like to deliver exceptional experiences.

What You Will Do

• Take research insights and turn them into experience improvement actions and experience design recommendations
• Create personas and journeys maps to understand current experience
• Use human-centric design principles to design experiences and create experience blueprints to enhance the customer/employee/partner experience
• Help clients define and establish criteria for assessing/measuring experience improvements tied to business outcomes
• Help clients operationalize CX designs to drive the desired business outcomes
• Travel to the client site periodically during the course of an engagement

Your Experience and Attributes
You have a proven track record of delivering change in any business environment.

You are intellectually curious, have superior problem-solving skills and sharp attention to detail, and create high quality and compelling deliverables.

You have a minimum of 5 years customer experience and/or service design experience, including managing/facilitating multi-disciplined teams for mid-size to enterprise companies.

You have a minimum 5 years management consulting experience.

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, why you want to join our team, and how you can quickly come up to speed to help.