Customer experience Consultant - Freelance

Customer Experience Consultant (Freelance)

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Who You’ll Work With

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We are currently building our freelance team around Customer Strategy & Customer Experience and are looking for an experienced Customer Experience Consultant to join our team.

As a Customer Experience Consultant, you will be part of a team advising clients on CE/CX strategy and helping them identify opportunities to engage with their customers more effectively.

You will be responsible for driving holistic and long-term solutions that impact business stakeholders across marketing, sales, service, product, or any other discipline that directly or indirectly influences building engaging and highly personalized experiences for customers, as well as guiding business stakeholders through workshops and envisioning sessions to solve complex define problems.

You must possess asolid understanding of a broad range of CE/CX areas and disciplines that include CRM, CX/CEM, analytics, mobile, email, SEM, social, etc., and beprepared to engage in deep content discussions with senior stakeholders atleading organizations.

You  must be able to establish immediate credibility and leverage hands-on experience when it comes to designing and implementing highly effective CE strategy, interfacing closely with both business and IT stakeholders.

What You’ll Do

• CX Maturity Model Assessment

• Qualitative Customer Research

• Quantitative Customer Research

• Market Research & Analysis

• Competitive Research & Analysis

• Strategic Planning & Roadmap Development

• Journey Mapping

• Persona Development

What You’ll Bring

• 7+ years of professional experience including strategy role(s)

• 5+ years of professional experience in Digital Marketing at an established agency, management consulting firm and/or hands-on industry experience

• 2+ years of consulting or equivalent experience at established management consulting firm, agency or internal consulting role

• 2+ years of experience delivering strategy and/or business transformation projects across multiple clients

• Strong core consulting skills, including: meeting and workshop development and management, deck writing, storyboarding, inductive/ deductive reasoning, client interviewing, issue analysis, data analysis and process design.

• Deliverable creation of customer journey maps, market research & competitive analysis, multi-channel strategy, user story boards and roadmaps

• Excellent analytical and problem-solving skills

• Advanced degree (MBA, MA, etc.) preferred

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