Federal Associate Experience Consultant 2027

IBM; Herndon (VA); On-site; USD 70,000 - 95,000; Full time

Job summary

IBM is seeking Federal Associate Experience Consultants for its US Federal team to deliver secure, mission-critical technology solutions for government agencies. This role blends customer experience, strategy, design, and technology, and will support Experience Strategy through Insight, Idea, and Impact while collaborating with multidisciplinary teams.

The position requires the ability to obtain and maintain a Federal security clearance and may involve up to 100% travel to client sites.

Qualifications

• Ability to gather and analyze customer feedback through interviews, surveys, and other research methods.
• Knowledge of design thinking principles and experience creating customer-centered deliverables such as journey maps and personas.
• Ability to synthesize qualitative and quantitative data, identify trends, and develop actionable recommendations.
• Strong presentation, storytelling, workshop facilitation, and cross-functional collaboration skills.
• Willingness to travel up to 100%.

Responsibilities

• 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.

Skills

Customer research

Journey mapping

Design thinking

Storytelling

Cross-functional collaboration

Willingness to travel

Job description

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 IBM's Associate Program for university hires.

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.

Primary Responsibilities

• 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.

Preferred Education

None

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).