Lead Consultant — Customer Experience

Go beyond measuring customer experience. Change it.

As a lead consultant on Gallup’s Customer Strategy team, you’ll help change the customer experience at Fortune 1000 organizations. You’ll bring a customer-first perspective to your clients, helping them understand what their customers experience and how their employees can strengthen customer relationships and business outcomes.

What You’ll DoAdvise senior client leaders on customer experience strategy, translating customer insights and analytics into practical, prioritized action

Partner with account teams to uncover and activate customer experience growth opportunities across Gallup’s client portfolio

Diagnose complex customer challenges and shape customized solutions, from initial discovery and proposal development through implementation and delivery

Measure customer engagement, introduce service values, enhance brand reputation and develop other customer experience strategies unique to your clients

Connect Gallup’s employee engagement expertise to customer outcomes, helping client leaders understand how their people can create exceptional customer experiences

Leverage third-party customer experience technologies and platforms when needed to create the right solution for each client

Help evolve Gallup’s customer experience approach by bringing fresh perspectives, sharing methods and learnings, and building capability across the firm

Who We Want Customer-first strategists who understand what matters most to customers, know how employees shape customer experiences, and develop strategies that strengthen customer relationships and business outcomes

Trusted advisers who combine analytical credibility, business acumen, compelling communication and a sophisticated presence to challenge assumptions and influence internal and external partners

Curious builders who thrive in ambiguity, challenge the status quo and enjoy creating customized solutions rather than relying on an off-the-shelf answer

Collaborative growth partners who build authentic relationships, work across teams and proactively uncover opportunities to expand Gallup’s impact, grow client accounts and generate revenue

Driven achievers who take ownership and pursue exceptional outcomes with the confidence, agility and follow-through needed to move clients and colleagues to action

What You Need Bachelor’s degree required; master’s degree preferred

At least five years of paid professional experience in customer experience, customer strategy, customer insights or a related field, such as customer experience consulting, solutions consulting, account management, client success, management consulting or enterprise customer insights, required

Demonstrated experience turning customer insights and analytics into recommendations and actions that improve client or business outcomes required

Familiarity with customer experience technology platforms such as Qualtrics, Medallia, Forsta or similar platforms preferred

Ability to travel approximately 25%, primarily within the U.S. and Canada, requiredA commitment to working on-site at Gallup’s Chicago office at least three days per week when not traveling required

Eligibility to work in the U.S. required; this position is not eligible for employment visa sponsorship

What You’ll Experience Mission-driven work:
Make a meaningful difference in the world with your unique contributions, commitment to service and exceptional outcomes.

An empowering culture:

Collaborate with smart, passionate people who love what they do and welcome your ideas, perspectives and experiences.

Learning and development:
Grow in your career as we invest in what you do best, encourage curiosity and create an environment where it’s safe — and expected — to challenge the status quo.

Brand…