Consultant, Customer Experience Jobs

About Us

Material is a global strategy, insights, design, and technology partner to companies striving for true customer centricity and ongoing relevance in a digital first, customer-led world. By leveraging proprietary, science-based tools that enable human understanding, we inform and create customer-centric business models and experiences + deploy measurement systems – to build transformational relationships between businesses and the people they serve.

As a Consultant, Customer Experience within the CX Strategy + Innovation Practice you will

• Provide input into engagement decisions including work plan, timeline, and project management.
• CX strategy and road mapping (e.g., future state vision, recommendations)
• Current state assessment (e.g., data analysis, in-depth interviews, desk research, and observations)
• Support and drive build out of client proposals, when needed.
• Serve as a key team member and/or lead in client projects to support progress against project milestones and help ensure timely execution of project deliverables.
• Training and Education development (for digital and in-person modalities)
• Uphold the firm's code of ethics and business conduct.
• Serve as primary record keeper during project meetings internally and externally, disseminating detailed notes in a timely manner to all stakeholders.
• Act to resolve operational issues which may prevent the team from working effectively and efficiently.
• Ongoing communications and change management
• Lead experience related workstreams that contribute to larger transformation programs. Since we meet our clients where they are, projects and workstreams may be at any phase along the customer and employee experience transformation continuum, including:
• Journey mapping
• Experience standards and playbooks
• Effectively leverage multiple quantitative and qualitative data sets to create a unified, fact-driven story that helps our clients understand what’s important and what is the next logical action given the data.
• Use data and insights to inform conclusions and support decision-making with the support and guidance of senior leaders.
• Ideation workshops
• Proactively identify opportunities to strengthen deliverables in the assigned workstream/project and partner with senior leaders to remediate.

You'll thrive in this role if you're a:

Strong workstream/project manager: Strong project manager: Act as project manager leading project workstreams, cross functional teams and deliverables to ensure timely and profitable engagements.

Detail oriented professional: Serve as the primary consultant responsible for the quality (zero defects) of the deliverables.

Data driven problem-solver: Excels at analyzing, organizing, and navigating quantitative and qualitative data from multiple sources; harvests insights that support the identification of new CX opportunities; able to effectively synthesize findings and tell a compelling story based on those findings.

Experience design contributor: Partner with senior leaders to assist client organizations; visualize and articulate desired end-user/customer/employee experiences; provide input and guidance during the planning and execution of CX/EX enhancement activities.

Confident facilitator: Effectively lead small workshop breakout groups; compelling, confident, and articulate presenter to audiences at all levels of a client organization.

Growth Enabler: Support the development of client proposals under the direction of practice leadership; and offering and solution deployment and internal activities

Experienced Consultant: 2+ years of experience in strategy consulting, management consulting, customer experience, customer service, and/or related field with transferrable skills

Qualifications and Technical Skills:

• Demonstrated ability analyzing critical business requirements, identifying deficiencies and/or potential opportunities
• Proficient to advanced in Microsoft Suite, especially PowerPoint, Excel, and Word. Experience with Publisher is a plus, but not required.
• Ability to make sense of quantitative and qualitative data is required
• Willing to travel (travel varies by engagement)
• Bachelor's degree from an accredited college/university; advanced degree from an accredited college/university is preferred
• A minimum of two (2) years of management consulting experience in customer strategy, customer service and/or customer-centric end-to-end transformation
• Certifications in PMP, Six Sigma are a plus.
• Experience with CEM/CXM systems (e.g., Medallia, Qualtrics, ConcentricCX, etc.) is a plus.
• Demonstrated experience conducting fact finding assessments, analyzing quantitative and qualitative data, contributing to creation of customer journey maps, leading client workshop breakouts, creating experience blueprints and playbooks, and/or developing training (multiple modalities)
• Intermediate/advanced skillset in Excel, i.e., formulas, pivot tables, v-lookup, indexing
• Certification in Customer Experience is a plus
• Excellent written and verbal communication, facilitation, and presentation skills
• Intermediate/advanced experience with digital Project Management tools/methods

About The Team

You'll join a team of passionate professionals with a wide range of talents in CX. For decades, Material CX has helped clients improve market share, profitability, and retention through customer experience initiatives. We aim to design and optimize customer and employee experiences for our clients by building a culture of customer-centricity from the insight out. This approach yields improvements in employee satisfaction and customer loyalty, enhances brand reputation, and reduces operational costs. Our client base stretches across industries, from banking to automotive to telecom; you will be doing work that matters for brands you recognize. As a member of this team, you will have a first-hand impact on these outcomes, whether by performing due diligence, analyzing disparate sets of data, facilitating ideation workshops, constructing journey maps, curating podcast content, or designing CX roadmaps.

We offer

• Performance-based culture and endless opportunities for growth
• Competitive benefits package, including medical, dental, vision, 401k matching, paid time off, paid parking, casual dress, company-wide and team events
• Centrally located offices in energizing cities around the country along with hybrid and remote work options

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