Lead Consultant — Customer Experience

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.

• Advise 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

• 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

• 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, required
• A 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

• 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…