Lead Consultant — Customer Experience

As a lead consultant on Gallup's Customer Strategy team, you'll help change the customer experience at Fortune 1000 organizations. You'll bring a customer-first perspective to your clients, helping them understand what their customers experience and how their employees can strengthen customer relationships and business outcomes.

Responsibilities

Advise senior client leaders on customer experience strategy, translating customer insights and analytics into practical, prioritized action; Partner with account teams to uncover and activate customer experience growth opportunities across Gallup's client portfolio; Diagnose complex customer challenges and shape customized solutions, from initial discovery and proposal development through implementation and delivery; Measure customer engagement, introduce service values, enhance brand reputation and develop other customer experience strategies unique to your clients; Connect Gallup's employee engagement expertise to customer outcomes, helping client leaders understand how their people can create exceptional customer experiences; Leverage third-party customer experience technologies and platforms when needed to create the right solution for each client; Help evolve Gallup's customer experience approach by bringing fresh perspectives, sharing methods and learnings, and building capability across the firm

Requirements

Bachelor's degree; At least five years of paid professional experience in customer experience, customer strategy, customer insights or a related field, such as customer experience consulting, solutions consulting, account management, client success, management consulting or enterprise customer insights; Demonstrated experience turning customer insights and analytics into recommendations and actions that improve client or business outcomes; Ability to travel approximately 25%, primarily within the U.S. and Canada; A commitment to working on-site at Gallup's Chicago office at least three days per week when not traveling; Eligibility to work in the U.S. (this position is not eligible for employment visa sponsorship)

Nice to have

Master's degree; Familiarity with customer experience technology platforms such as Qualtrics, Medallia, Forsta or similar platforms

Benefits

Medical, dental, vision, life and other insurance options; Fully vested 401(k) retirement savings plan with company matching; Employee stock ownership program; Mass transit reimbursement; Family-building benefits; Employee assistance program; Various reimbursements and activities that enhance wellbeing; Learning and development