Senior Consultant - Customer Experience/CX Advisory - IT

Senior Consultant - (CX Advisory)

Position : Sr. Consultant - CX Advisory

Qualification : Bachelor's degree or greater is required. (Preferred in IT, Marketing, Consumer research, Social sciences, Psychology, Economics or Econometrics.) Advanced (Master's or PhD) degree in a research or business-centric field

Experience : 14 to 20 Years in Customer Experience (CX Advisory)

Location : Remote

Industry : Information Technologies or Software Product

Job Type : Full-time (Remote)

Job Description :

Key Responsibilities :

- Act as a CX champion in engaging clients and internal organization to improve customer experience

- Lead new business opportunities for CX by building relationship with Sales Leads in Qualtrics and within Company

- Manage and grow key clients across APAC and EMEA regions through design and delivery of impactful CX programs

- Develop CX strategy and roadmap including voice of customer feedback system for clients across sectors and across regions

- Advise clients in improving their customer experience by recommending and providing point of view on customer listening systems - gathering customer insights, driving ROI, optimizing customer touchpoints and channels

- Lead CX improvement projects and initiatives that positively transform the client's end- to-end experience Job Requirements:

- Overall, 15 + years' experience with minimum 6 to 7 years of CX practitioner/manager/consulting experience managing CX programs and/or delivering CX consulting services

- Has a strong understanding of good research methodology, survey design and data analysis

- Must have Executive Presence. Strong decision-making, problem-solving skills, writing and presentation skills

- Ability to work independently and with a team consisting of executives, project stakeholders and project team members

- Ability to work effectively with people at all levels in an organization - c-suite to operational leaders to frontline employees

- Consultative and relationship builder who can quickly understand client needs and requirements

- Willingness and ability to travel up to 25-30%

- Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority

- Effective communication of complex ideas both verbally and in writing

- Exceptional analytical and problem-solving skills

- CCXP certification preferred

- Qualtrics and/or Medallia experience preferred

- Proven track record driving positive change in a complex environment; exceptional change management skills

- Understands and can teach CX methods and tools

- Comfortable with fluidity/changes in responsibilities across projects