Federal CX Experience Associate

IBM; Herndon, Northern (VA, KY); Hybrid; USD 65,000 - 98,000; Full time

Job summary

IBM Consulting is seeking an Associate Experience Consultant for the Federal track based in Herndon, VA. You will help transform government customer experiences through research, journey mapping, and design thinking, collaborating with multidisciplinary teams and delivering actionable insights.

The role emphasizes customer-centered strategy, cross-functional facilitation, and the potential to travel up to 100% as projects demand.

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.
• Willingness to travel up to 100%.
• Exposure to customer experience (CX), service design, or experience strategy projects through academic, internship, or professional experience.
• IBM Design Thinking Facilitation badge is a plus.

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

Design thinking

Stakeholder comms

Agile collaboration

Facilitation

Presentation skills

Education

Bachelor's Degree

Job description

IBM Consulting is seeking an Associate Experience Consultant for the Federal track based in Herndon, VA. You will help transform government customer experiences through research, journey mapping, and design thinking, collaborating with multidisciplinary teams and delivering actionable insights.

The role emphasizes customer-centered strategy, cross-functional facilitation, and the potential to travel up to 100% as projects demand.