CX Consultant

CX Consultant  IT Consulting and Client facing experience a MUSTThe 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 on 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. The role requires a consulting mindset, strong analytic skills and an ability to connect the customer experience to business results.

Responsibilities: Lead project workstreamsCreate specific client deliverables or sections in larger deliverablesPerform CX analysis, discovery, value analysis product management, and recommendationsDocument and optimize business processes in CX areasProject management of engagements including tracking issues, risks, status and timelineDesign and facilitate consulting workshopsInterview client customers and stakeholders to identify personas and pain-pointsCoach junior team membersWork directly with clients and manage specific client face-offsSupport business development through opportunity identification and proposal support Work with a diverse set of client and internal stakeholders both in person and remotelyWork both on-site and off-siteLearn 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.

Qualifications:

A passion for creating great customer experiences for both our clients and their customersUnderstanding of customer-facing business processes and various tools in this area.
Knowledge of CX consulting methodologies including journey mapping and persona designKnowledge of traditional management consulting techniques including vision documents, roadmaps and value casesKnowledge of CX platforms in at least one area of Sales, Marketing, Service and Commerce Familiar with Design Thinking and AgileStrong verbal, written and visual (PPT) communication skills3-6 years in consulting, or relevant agency and business software consulting with at least 2 years related to CX ConsultingFluency in written and spoken English is a requirementBS/MS required, with an excellent academic record;

MBA in Marketing/Sales desiredSelf-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%1)Years of experience required for the position: 3-6 years2)Location for the position Remote, but East Coast / Midwest preferred; BTG client cities strongly preferred Typefull time