Consultant - Customer Experience Specialist

    Rockhammer Talent Solutions
    Atlanta, GA 30301
    Full-time, Part-time
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    Job Description

    Job Description

    Our client is looking for an individual with a consistent record and understanding of what it takes to design, develop, and implement a set of transformed interactions that “delight” customers and create a positive perception of the organization. Demonstrated dedication to customer experience and delivery excellence, working with clients in a professional manner and in a dynamic team environment are a must.

    Major Duties and Responsibilities

    • Design and implement a customer experience model incorporating interactions across business processes, people and technology, ​ including:
      • Driving cross-functional efforts to create a “delightful” customer experience for application across the organization to elevate understanding, illustrate opportunities, help the organization continuously improve and enable customer outcomes
      • Creating and maintaining the Concept of Operations (CONOPs) through engagement, design, and facilitation, ensuring all functions across the end-to-end experience participate in the journey
      • Creating and executing a strategy and transformation plan including pilots, education, communication, training, engagement, approach on ways of working, voice of the customer (VOC) and metrics while developing organizational and customer buy-in
      • Development of presentations and other written deliverables to communicate key customer experience recommendations to clients
      • Facilitating organizational understanding of what is important to customers and how the organization is performing relative to customer needs
    • Coordinates communications activities, including development of written and other types of communications, editing of stakeholder materials and development of innovative communication methods
    • Provided consultative support to clients by delivering strategic and operational recommendations based on the integration of research, consulting approaches and firsthand experience to enable decision making
    • Maintain and strengthen the firm’s reputation for quality, high performance customer delivery by accepting ownership for accomplishing new and different requests, while actively exploring opportunities to add value to work products and deliverables

    Required Experience, Education and Qualities

    • Bachelor’s degree in a related discipline from an accredited college or university
    • Certified Customer Experience Professional (CCXP) or other customer experience related certification (e.g., Human Centered Design) preferred
    • Requires minimum of three (3) years of experience:
      • As a customer experience or management consultant at a top consulting firm
      • Developing artifacts to support large-scale efforts in support of organizational transformation goals, activities and processes​
      • Managing multiple, complex tasks simultaneously
      • Facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority
      • Making timely, effective decisions and having a positive track record of driving change through projects
      • Communicating (written/verbal) findings in a logical manner with supporting information.
    • Ability to work effectively with clients using strong customer relationship skills, innovative thinking, and integration with leadership and support structures
    • Understands and can teach Customer Experience (CX) methods and tools (e.g. Net Promoter Score (NPS), Customer Effort Score (CES), closed-loop systems, mapping)
    • Possesses strong analytical, critical thinking and interpersonal skills
    • Ability to effectively manage Work Product and Deliverable lifecycles to ensure timely delivery of quality products
    • Able to work independently subject to supervisory direction and review and to be energetic, organized, and detailed
    • Be a Design Thinker and apply Human Centered Design or Design Thinking methodologies to help guide CX design
    • Ability to employ data and research to create Customer Journey Maps (CJMs) that help stakeholders “see” where the gaps and opportunities are to improve CX
    • Proficiency in Microsoft Office applications (Visio, Word, PowerPoint, Excel, Publisher) and experience with Microsoft’s cloud version of the Office suite, Office 365 (O365)
    Posting ID: 576707591Posted: 2020-10-30