Federal Associate Experience Consultant 2027

IBM Computing; Herndon (VA); On-site; USD 90,000 - 140,000; Full time

Job summary

IBM is recruiting a Federal Associate Experience Consultant 2027 to help government agencies transform how they engage with customers and deliver meaningful experiences.

You will apply human-centered design, research, and strategy across insights, ideas, and impact, collaborating with multidisciplinary teams to create journey maps, personas, and roadmaps that drive measurable outcomes and support federal security requirements.

Qualifications

• Ability to gather and analyze customer feedback to understand user needs.
• Knowledge of design thinking and creating journey maps and personas.
• Ability to synthesize data and develop actionable recommendations.
• Strong presentation and cross-functional collaboration skills.

Responsibilities

• Support and lead Experience Strategy through Insight, Idea, and Impact.
• Create journey maps, personas, and experience recommendations.
• Collaborate with multidisciplinary teams to drive customer-centric innovation.
• Communicate research findings to stakeholders to inform decisions.

Skills

Customer research

Design thinking

Journey mapping

Stakeholder communication

Workshop facilitation

Storytelling

Tools

IBM Design Thinking

Job description

Introduction

Come forge the future like an IBMer

Ready to think boldly, work with some of the world's most recognized brands, and kick-start your career? Welcome to the IBM's Associate Program for university hires.

From day one, you'll collaborate with global clients and contribute to projects that help organizations solve their toughest challenges across digital transformation, cloud strategy, AI adoption, and process redesign - working alongside a global cohort of diverse, ambitious peers.

Bring your curiosity. Grow your skills. Build what's next - like an IBMer.

About the Team

In this role, you will join IBM's US Federal team to deliver secure, mission-critical technology solutions for government agencies. You'll work with federal, state, and local clients while developing specialized expertise in government compliance and security standards. This role offers unique career growth in a high-demand sector where your contributions directly impact public services and government missions.

Your role and responsibilities

As a Federal Associate Experience Consultant 2027, you'll work at the intersection of customer experience, business strategy, design, and technology, helping clients transform how they engage with customers and deliver meaningful experiences. You will support and lead Experience Strategy efforts through Insight, Idea, and Impact, uncovering customer insights, defining innovative customer experience strategies, and creating roadmaps that guide successful execution. Leveraging a human-centered approach and a growth mindset, you'll collaborate with multidisciplinary teams to identify opportunities for customer-centric innovation and drive measurable business outcomes.

Your primary responsibilities include:

• Support customer experience initiatives through research, data analysis, and insight development to better understand customer needs, behaviors, and pain points.

• Create customer-centered deliverables such as journey maps, personas, and experience recommendations that help improve customer outcomes and business value.

• Collaborate with cross-functional teams to contribute to ideation sessions, workshops, and experience transformation projects using IBM design thinking methodologies.

• Communicate research findings and customer insights to stakeholders, helping inform decision-making and promote customer-centric best practices.

These positions are anticipated to start in 2027.

Candidates must have the ability to obtain and maintain a Federal security clearance while in IBM Consulting-Federal.

Required technical and professional expertise

• Ability to gather and analyze customer feedback through interviews, surveys, and other research methods to understand user needs and behaviors.

• Knowledge of design thinking principles and experience creating customer-centered deliverables such as journey maps, personas, and service blueprints.

• Ability to synthesize qualitative and quantitative data, identify trends, and develop actionable recommendations.

• Strong presentation, storytelling, workshop facilitation, and cross-functional collaboration skills to effectively communicate insights and support project objectives.

• Willingness to travel up to 100%.

Preferred technical and professional experience

• Exposure to customer experience (CX), service design, or experience strategy projects through academic, internship, or professional experience.

• Familiarity with customer research, journey mapping, design thinking, and workshop facilitation techniques.

• Experience working in collaborative, agile environments and communicating recommendations through presentations and storytelling (IBM Design Thinking Facilitation badge is a plus).

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.