Customer Experience Consultant-Contracted to Full Time

McorpCX; San Francisco (CA); On-site; USD 110,000 - 170,000; Full time

Job summary

McorpCX is seeking a Customer Experience Consultant on a contracted-to-full-time basis to help clients design and deliver exceptional experiences across channels.

You will work with multi-disciplinary teams and use research insights to drive experience improvements, while creating personas and journey maps to understand current experiences. Strong facilitation and presentation skills are essential.

Qualifications

• You have hands-on experience turning research insights into actionable experience improvements.
• You can create personas and journey maps to understand current experiences.
• You apply human-centered design to craft experiences and blueprints.

Responsibilities

• Take research insights and turn them into experience improvement actions and experience design recommendations
• Create personas and journey maps to understand current experience
• Use human‑centric design principles to design experiences and create experience blueprints
• Help clients define and establish criteria for assessing/measuring experience improvements tied to business outcomes
• Help clients operationalize CX designs to drive the desired business outcomes
• Travel to the client site periodically during the course of an engagement

Skills

Customer experience

Workshop facilitation

Journey mapping

Persona development

Research insights

Stakeholder communication

Human-centered design

Job description

Customer Experience Consultant--Contracted to Full Time

We have exciting contract-based customer experience engagements starting all the time and we're continually looking for exceptional people to grow our team. Is that you?

About Us
We’re a sector-leading experience managementconsultancy and business is going amazingly well. We have many happy clients from fast growth companies to Fortune 100. We have exciting plans for our future growth, which is one reason we need yourhelp managing, facilitating and delivering our experience management engagements.

About You
You are early in your career, have a passion for customer experience (CX), are an advocate of human-centered or audience-centric experience design and are used to working with multi-disciplinary teams to develop ideal experiences across multiple channels which may include face-to-face, mobile, web, or voice. You have a proven track record using research insights to inspire and recommend improvements to an existing customer/employee/partner journey or for creating new concepts that delight targeted audiences.

You are confident facilitating workshops (or training) with multi-disciplined teams. Your past work experience includes research-driven methods (uncovering “pain-points”, expectations, wants and needs), applying "outside-in" insights to deliverdefensible experience strategies, designs and plans.

You’re very hands‑on involved in the details of both the planning and execution of experience improvement and design deliverables(including documenting and presenting to key stakeholders.)

You can easily embrace and leverage our proven approach combined with your expertise to help our clients really “get” their customers/employees/partnersand design what it looks like to deliver exceptional experiences.

What You Will Do

• Take research insights and turn them into experience improvement actions and experience design recommendations
• Create personas andjourneys maps to understand current experience
• Use human‑centric design principles to design experiences and create experience blueprints to enhance the customer/employee/partnerexperience
• Help clients define and establish criteriafor assessing/measuring experience improvements tied to business outcomes
• Help clients operationalize CX designs to drive the desired business outcomes
• Travel to the client site periodically during the course of an engagement

Your Experience and Attributes
You have a proven track record of delivering change in any business environment.

You are intellectually curious, have superior problem‑solving skills andsharp attention to detail, and create high quality and compelling deliverables.

You have a minimum of 5 years customer experience and/or service design experience, including managing/facilitating multi-disciplined teams for mid-size to enterprise companies.

You have a minimum 5years management consulting experience.