Federal CX Strategy Consultant

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

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.