Customer Experience Consultant

Jobtailor; Bogotá; Presencial; COP 60.000.000 - 100.000.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a senior consultant to lead experience strategy initiatives across multiple phases, uncover customer needs, and translate insights into actionable roadmaps. You will conduct ethnographic studies, synthesize findings into experience principles, and collaborate with strategy, analytics, design, and technology teams to guide delivery.

The role requires hands-on qualitative research, ability to facilitate structured workshops, and a track record of advocating for end users

Formación

• Experience leading customer or user experience strategy within consulting or transformation engagements.
• Hands-on experience conducting qualitative research such as interviews, observations, or ethnographic studies.
• Proven ability to synthesize research into clear insights, experience frameworks, and strategic recommendations.
• Experience creating customer journey maps, experience maps, and future-state concepts.
• Ability to facilitate structured workshops using design thinking or experience-led methods.
• Demonstrated collaboration with cross-functional teams including strategy, design, analytics, and technology.
• Experience acting as an advocate for the end user throughout project delivery.

Responsabilidades

• Lead experience strategy work across Insight, Idea, and Impact phases to uncover customer needs and opportunities
• Plan and conduct ethnographic research, interviews, and qualitative studies to generate customer insights
• Synthesize research findings into clear experience principles, opportunity areas, and strategic recommendations
• Define future-state customer journeys and experience roadmaps that guide execution
• Facilitate design thinking workshops and experience mapping sessions with customers and delivery teams
• Act as the subject-matter expert for end-user needs throughout consulting engagements
• Partner with business strategy, digital strategy, analytics, design, and technology teams to align experience outcomes with delivery plans
• Support the translation of experience strategy into measurable outcomes and implementation guidance

Conocimientos

UX strategy

Qualitative research

Stakeholder collaboration

Workshop facilitation

End-user advocacy

Descripción del empleo

Responsibilities

• Lead experience strategy work across Insight, Idea, and Impact phases to uncover customer needs and opportunities
• Plan and conduct ethnographic research, interviews, and qualitative studies to generate customer insights
• Synthesize research findings into clear experience principles, opportunity areas, and strategic recommendations
• Define future‑state customer journeys and experience roadmaps that guide execution
• Facilitate design thinking workshops and experience mapping sessions with customers and delivery teams
• Act as the subject‑matter expert for end‑user needs throughout consulting engagements
• Partner with business strategy, digital strategy, analytics, design, and technology teams to align experience outcomes with delivery plans
• Support the translation of experience strategy into measurable outcomes and implementation guidance

Qualifications

• Experience leading customer or user experience strategy within consulting or transformation engagements
• Hands‑on experience conducting qualitative research such as interviews, observations, or ethnographic studies
• Proven ability to synthesize research into clear insights, experience frameworks, and strategic recommendations
• Experience creating customer journey maps, experience maps, and future‑state concepts
• Ability to facilitate structured workshops using design thinking or experience‑led methods
• Demonstrated collaboration with cross‑functional teams including strategy, design, analytics, and technology
• Experience acting as an advocate for the end user throughout project delivery