Schedule: Fully Remote, team generally works MST but will be flexible
Role Summary: • The Consumer Experience (CX) Consultant will play a pivotal role in supporting organizational transformation efforts of small to medium size and complexity by conducting/integrating voice of the customer research, human-centered design, process improvement, data analytics, and change management methodologies. • As a hands-on designer and researcher, partners with defined team to collect information, interpret data and summarize customer insights using both quantitative and qualitative research. • Conducts measurement and monitoring activities of strategic performance metrics to support business initiatives. • Manages and coordinates the development and implementation of small to medium customer-centric business initiatives, systems, and/or processes to a desired future state. • Supports and participates in organizational alignment and buy-in conversations and activities with stakeholders.
Primary Responsibility - Experience Improvement Execution: • Supports and executes consumer research and develops actionable experience improvement insights • Designs, execute and analyzes consumer surveys • Supports development of consumer research agendas that support strategic goals • Develops interview / focus group guides and facilitates research directly with consumers • Organize and execute focused call listening studies. • Organize and conduct analysis across multiple voice of the customer listening posts. • Create end-to-end journey maps including key moments, pain points and performance metrics. • Identify key opportunities/leverage points for improving the customer experience and building loyalty. • Support predictive analytic efforts and identification of real-time service recovery opportunities • Share insights and creative, data-driven possibilities that improve the customer experience with the customer experience team including support of human-centered design workshops. • Collaborate with Customer Experience team to develop solutions using data-driven decision making processes
Secondary Responsibility - Consumer Experience Analysis and Insights: • Manages small-to-medium CX improvement projects. • Supports Development of strategic plans, including experience vision and objectives, a consolidated experience roadmap, and business requirements, aligning them with organizational objectives and business priorities. • Contributes to setting project goals and planning related business processes (e.g. project change management, communication). • Develops and executes project plans, monitoring performance and managing scope and schedule. • Identifies and addresses project risks, implementing mitigation plans. • Collaborates with key stakeholders, updating leadership, and guiding project team members. • Communicates challenging issues to stakeholders, offering recommendations. • Ensures alignment and cooperation among diverse stakeholders. • Manages project activities related to organizational change management.
Minimum Requirements: • Bachelor's degree from an accredited college or university and Minimum three (3) years relevant experience in experience design, customer data analytics, process improvement, consulting, project management or a directly related field OR Master's degree in Business Administration, Public Health, Health Services Administration, or related field and Minimum two (2) years relevant experience
Preferred Qualifications: • Exposure to human-centered design principles and methodologies including journey mapping. • Good communication and presentation skills. • Ability to leverage data to and summarize key insights driving business issues. • Exposure to developing and writing business cases or grants. • Proven track record of meeting deadlines, and ability to work and collaborate effectively in a team environment. • Ability to adapt to changing priorities and deadlines. • Experience working with advanced Excel functions including, formulas, pivot tables, vlookup, etc. or other data analytics certification. • Process or Performance improvement certification such as Lean/Six Sigma, TQM, BPM, etc. • Project Management certification (e.g., PMP, Agile, SCRUM, etc.). • Experience working in healthcare, insurance or other regulated industries.