Federal Customer Experience & Strategy Associate (2027)

IBM; Herndon (VA); On-site; USD 65,000 - 98,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) and pension plans

Paid time off

Job summary

IBM Consulting is seeking a Federal Associate Experience Consultant 2027 in Herndon to help government clients transform customer experiences through research, journey maps, and service blueprints. You will lead insights, shape strategy, and create roadmaps with multidisciplinary teams in a fast-moving, security-conscious environment.

Applicants must have a Bachelor's degree, the ability to obtain a Federal clearance, and willingness to travel up to 100%.

Qualifications

• 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.

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 feedback analysis

Design thinking

Data synthesis

Presentation & storytelling

Cross-functional collaboration

Willingness to travel

Education

Bachelor's Degree

Job description

IBM Consulting is seeking a Federal Associate Experience Consultant 2027 in Herndon to help government clients transform customer experiences through research, journey maps, and service blueprints. You will lead insights, shape strategy, and create roadmaps with multidisciplinary teams in a fast-moving, security-conscious environment.

Applicants must have a Bachelor's degree, the ability to obtain a Federal clearance, and willingness to travel up to 100%.