CX Consultant

The Customer Experience Consultant

The 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 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.

• Lead project work streams
• 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

• 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%
• Years of experience required for the position: 3-6 years
• Location for the position:
  Remote, but East Coast / Midwest preferred; BTG client cities strongly preferred