Customer Experience - Olympia, United States - Guidehouse

Description

Customer Experience (CX) Associate Director
CAROUSEL_PARAGRAPH

Washington, Washington, DC

Client Services

16331
*

Share Job**
Job Description

Overview

Guidehouse is a leading global provider of consulting services to the public and commercial markets with broad capabilities in management, technology, and risk consulting.

We help clients address their toughest challenges and navigate significant regulatory pressures with a focus on transformational change, business resiliency, and technology-driven innovation.

Across a range of advisory, consulting, outsourcing, and digital services, we create scalable, innovative solutions that prepare our clients for future growth and success.

The company has more than 10,000 professionals in over 50 locations globally.

Guidehouse is a Veritas Capital portfolio company, led by seasoned professionals with proven and diverse expertise in traditional and emerging technologies, markets, and agenda-setting issues driving national and global economies.

For more information, please visit:

Responsibilities

Guidehouse has an exciting opportunity in our Digital & Emerging Technology practice to provide customer experience support for an emergency management client.

Our management consulting professionals help our clients identify, evaluate, and solve some of their most complex challenges, assisting them in achieving their strategic goals and objectives to fulfill their mission and comply with Federal laws and regulations.

You will lead the design, development, and implementation of digital and innovation strategies for emergency management clients.

Our teams focus on defining the desired customer experience through customer and market insight, aligning customer service with overall goals and objectives, leveraging technology and digital solutions to support customer strategy, and identifying and resolving performance issues that lead to customer dissatisfaction.

Job Description/Responsibilities:

• Individuals will be engaged in a diverse set of project-specific tasks covering a broad set of customer experience capabilities, including:
• Leading a team of product managers, digital strategists, business analysts, and functional consultants through the discovery, design, and implementation of CX, digital strategies and innovative solutions.
• Collaborating with clients to understand their business challenges and develop recommendations for digital and innovative solutions to address their business needs.
• Leading the planning and execution of discovery and design sessions/workshops focused on ideation, solution design, rapid prototyping, and solution iteration.
• Overseeing an integrated creative and technical team across multiple CX projects and work-streams, including project planning, execution, and milestone reporting.
• Analyzing qualitative and quantitative research data, business goals, and requirements; use analysis to form the basis of recommendations and solution design.
• Managing, mentoring, and providing feedback to Digital and Emerging Technology team members.
• Overseeing the quality of work products and client deliverables.
• Developing strong working relationship with client stakeholders and Guidehouse account teams.
• Interacting with current and potential clients to better understand their needs and develop a pipeline of new projects.
• Developing proposals, assets, and presentations to secure new projects and market capabilities.
• Working as part of the Digital and Emerging Technology Leadership Team to grow the practice, recruit and retain top creative and technical talent, manage a profitable business and portfolio of digital projects, and develop new solutions to take to market.

Qualifications

Required:

• Deep experience assessing, evaluating, and improving customer experience processes.
• US Citizenship is contractually required.
• Ability to obtain a Public Trust clearance.
• Bachelors degree, preferred in communications, marketing, business management or related field.
• 10+ years of experience leading digital strategy, transformation, CX, and solution design projects and/or programs.
• Deep experience in Customer Experience and Employee Experience including understanding customer needs/preferences, experience journey design, customer assessments, customer strategy business transformation, customer retention, customer engagement roadmap development.
• Experience building and growing digital and CX consulting practice.
• Demonstrated leadership in managing teams, providing feedback, mentoring, and coaching team members.
• Demonstrated experience managing client relationships.
• Demonstrated experience working in an Agile design and solution development environment with interdisciplinary team.
• Outstanding facilitation, brainstorming, and collaboration skills.
• Proven experience leading and conducting user research and translating user research into recommendations.
• Must be strategic, as well as detail-oriented and process-focused.
• Familiarity with software and product development lifecycle (research, design, development, test, and launch).
• Experience with public speaking and publishing thought leadership on emergency management trends and topics, digital transformation, customer experience, and/or technology topics is desired.
• Experience with design and operation of innovation programs, innovation challenges, and/or an innovation lab is desired, but not required.

Certifications Preferred:

• Certified Scrum Master (CSM)
• Agile Certified Practitioner (ACP),
• Scaled Agile Framework (SAFe)
• Project Management Professional (PMP)

Additional Requirements

• The successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described.
• Due to our contractual requirements and federal orders, including an Executive Order from the White House and an emergency regulation from the Centers for Medicare & Medicaid Services (CMS), the position for which you are applying requires that you provide proof of your vaccination status. If you are unable to receive the COVID-19 vaccine for medical reasons or because of a sincerely held religious belief, you may request an exemption from the vaccination requirement which shall be reviewed after the submission of requested documentation. If an accommodation is granted, the conditions may include weekly testing and masking. All Guidehouse employees also agree to follow any additional health and safety mitigation policies that may be required in the workplace.

Disclaimer
About Guidehouse
Guidehouse is an Equal Employment Opportunity / Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact

Guidehouse Recruiting at or via email at

. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
*Guidehouse does not accept unsolicited resumes through or from search firms or staffing agenc

#J-18808-Ljbffr