CX Strategy Consultant — Experience Transformation

Experient; Atlanta (GA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Experient is seeking a Customer Experience Strategy Consultant to join our Experience practice in Atlanta. You will help clients understand customers, translate insights into strategies, and work across CX measurement, journey design and delivery.

You’ll collaborate with product, technology and data teams, facilitate workshops, and develop multi-year experience roadmaps while shaping proposals and thought leadership for client engagements.

Qualifications

• 4+ years of experience in customer experience strategy, service design or related field in agency, consultancy or client services.
• Bachelor’s degree in business, design, psychology, HCI or related field preferred.
• Portfolio or case studies with journey maps, service blueprints, personas and roadmaps.
• Hands-on experience planning and leading customer research and synthesizing findings into insights.
• Experience with CX measurement and linking improvements to business outcomes (NPS, CSAT, CES).
• Ability to build a CX business case and quantify value of improvements.
• Familiarity with CX maturity models, operating models and governance.
• Working knowledge of AI and digital technologies reshaping CX (personalization, etc.).
• Experience partnering with product/tech teams; understanding digital product design and delivery.
• Familiarity with Qualtrics, Medallia, Miro, FigJam or Figma.
• Strong facilitation, storytelling and cross-functional collaboration skills.
• Willingness to travel and work on-site as needed.

Responsibilities

• Define customer experience strategies, visions and priorities with client leaders.
• Plan and conduct qualitative and quantitative CX research across interviews and surveys.
• Synthesize findings into personas, journeys, and opportunity frameworks.
• Develop future-state concepts and omnichannel CX strategies.
• Build business cases and link CX improvements to revenue and retention.
• Define CX metrics and help mature VOC/ journey programs.
• Shape operating models and governance for sustainable CX work.
• Identify AI, automation and personalization opportunities in CX.
• Develop multi-year transformation roadmaps and quick wins.
• Plan and facilitate workshops and design sprints with executives.
• Create executive-level storytelling to drive decisions.

Skills

CX strategy

Service design

Research facilitation

Stakeholder management

Storytelling

Workshop facilitation

AI in CX

Quantitative analysis

Education

Bachelor's degree

Tools

Qualtrics

Medallia

Miro

FigJam

Figma

Job description

Experient is seeking a Customer Experience Strategy Consultant to join our Experience practice in Atlanta. You will help clients understand customers, translate insights into strategies, and work across CX measurement, journey design and delivery.

You’ll collaborate with product, technology and data teams, facilitate workshops, and develop multi-year experience roadmaps while shaping proposals and thought leadership for client engagements.