Lead Consultant — Customer Experience

Gallup; Chicago (IL); On-site; USD 100,000 - 145,000; Full time

Job summary

Gallup is seeking a lead consultant on its Customer Strategy team in Chicago to help change how Fortune 1000 organizations experience customers. You will translate insights into prioritized actions and work with account teams to drive CX growth across Gallup’s client portfolio.

You’ll diagnose complex CX challenges, measure engagement, and connect employee engagement expertise to customer outcomes while leveraging CX technologies to tailor solutions for each client.

Qualifications

• At least five years of paid professional experience in customer experience or related fields.
• Experience turning customer insights and analytics into recommendations that improve client or business outcomes.
• Willingness to travel approximately 25% and on-site at Gallup’s Chicago office three days per week when not traveling.

Responsibilities

• Advise senior client leaders on customer experience strategy, translating customer insights and analytics into practical, prioritized action
• Partner with account teams to uncover and activate customer experience growth opportunities across Gallup’s client portfolio
• Diagnose complex customer challenges and shape customized solutions, from initial discovery and proposal development through implementation and delivery
• Measure customer engagement, introduce service values, enhance brand reputation and develop other customer experience strategies unique to your clients
• Connect Gallup’s employee engagement expertise to customer outcomes, helping client leaders understand how their people can create exceptional customer experiences
• Leverage third-party customer experience technologies and platforms when needed to create the right solution for each client
• Help evolve Gallup’s customer experience approach by bringing fresh perspectives, sharing methods and learnings, and building capability across the firm

Skills

Customer experience strategy

Analytical credibility

Client management

Cross-functional collaboration

Travel readiness

Tools

Qualtrics

Medallia

Forsta

Job description

Go beyond measuring customer experience. Change it.

As a lead consultant on Gallup’s Customer Strategy team, you’ll help change the customer experience at Fortune 1000 organizations. You’ll bring a customer-first perspective to your clients, helping them understand what their customers experience and how their employees can strengthen customer relationships and business outcomes.

What You’ll Do

• Advise senior client leaders on customer experience strategy, translating customer insights and analytics into practical, prioritized action
• Partner with account teams to uncover and activate customer experience growth opportunities across Gallup’s client portfolio
• Diagnose complex customer challenges and shape customized solutions, from initial discovery and proposal development through implementation and delivery
• Measure customer engagement, introduce service values, enhance brand reputation and develop other customer experience strategies unique to your clients
• Connect Gallup’s employee engagement expertise to customer outcomes, helping client leaders understand how their people can create exceptional customer experiences
• Leverage third-party customer experience technologies and platforms when needed to create the right solution for each client
• Help evolve Gallup’s customer experience approach by bringing fresh perspectives, sharing methods and learnings, and building capability across the firm

Who We Want

• Customer-first strategists who understand what matters most to customers, know how employees shape customer experiences, and develop strategies that strengthen customer relationships and business outcomes
• Trusted advisers who combine analytical credibility, business acumen, compelling communication and a sophisticated presence to challenge assumptions and influence internal and external partners
• Curious builders who thrive in ambiguity, challenge the status quo and enjoy creating customized solutions rather than relying on an off-the-shelf answer
• Collaborative growth partners who build authentic relationships, work across teams and proactively uncover opportunities to expand Gallup’s impact, grow client accounts and generate revenue
• Driven achievers who take ownership and pursue exceptional outcomes with the confidence, agility and follow-through needed to move clients and colleagues to action

What You Need

• At least five years of paid professional experience in customer experience, customer strategy, customer insights or a related field, such as customer experience consulting, solutions consulting, account management, client success, management consulting or enterprise customer insights, required
• Demonstrated experience turning customer insights and analytics into recommendations and actions that improve client or business outcomes required
• Familiarity with customer experience technology platforms such as Qualtrics, Medallia, Forsta or similar platforms preferred
• Ability to travel approximately 25%, primarily within the U.S. and Canada, required
• A commitment to working on-site at Gallup’s Chicago office at least three days per week when not traveling required
• Eligibility to work in the U.S. required; this position is not eligible for employment visa sponsorship

What You’ll Experience

• Mission-driven work: Make a meaningful difference in the world with your unique contributions, commitment to service and exceptional outcomes.
• An empowering culture:Collaborate with smart, passionate people who love what they do and welcome your ideas, perspectives and experiences.
• Learning and development:Grow in your career as we invest in what you do best, encourage curiosity and create an environment where it’s safe — and expected — to challenge the status quo.
• Brand strength, startup energy: Thrive in an innovative environment backed by a trusted brand.
• A vibrant workplace: Enjoy working in our ultramodern office inside River Point in Chicago’s bustling West Loop district — walking distance to the Metra, the “L,” Chicago Riverwalk, Fulton Market, French Market, Randolph Street restaurants and more.

About Gallup

At Gallup, we change the world, one client at a time, through extraordinary analytics and advice on everything important facing humankind. Learn more about our work and life at Gallup .

Gallup offers a robust benefits package that includes medical, dental, vision, life and other insurance options; a fully vested 401(k) retirement savings plan with company matching; an employee stock ownership program; mass transit reimbursement; family-building benefits; an employee assistance program; and various reimbursements and activities that enhance our associates’ wellbeing. We also offer an estimated total annual salary range of $100,000-$145,000 for this role. Salaries are based on a variety of factors, including an individual’s education, experience and skills.

Gallup is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other legally protected basis, in accordance with applicable law.

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As set forth in Gallup’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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