Senior Customer Experience Strategist

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

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.