Customer Experience Consultant

Sydney - North Shore

The Why

Our client primarily works with Global 5000 companies and Market Research agencies worldwide, who rely on a wide range of products for feedback/data collection, panel management, data processing, analysis, and reporting.

They pride themselves on providing innovative, superior technological solutions that are scalable, secure, and flexible to support their clients’ constantly evolving needs. They are committed to understanding and meeting the needs of their international customer base, and developing strategic relationships that support this.

Due to continued growth in the ANZ market, we are looking for an additional resource to join the team based in the Sydney office

The What

As a Customer Experience Consultant, you will leverage your knowledge in CX (customer experience) and customer insights to help prospects and clients drive business change via implementation or development of their Customer Experience programs.

  • Build trusted partnerships through the provision of best practice advice and CX thought leadership including webinars, print, social media and conferences;

  • Alongside the Sales team, ensure a deep understanding of client needs and develop compelling proposals and presentations throughout the sales process;

  • Working with a team of implementation experts, define requirements, success criteria and design effective Customer Experience Programs including data collection methods/survey wording and high-level design of analysis and reporting structures within the platform;

  • Support Account Managers in the review of client programs and providing best practice advice on next steps.

The How

You will be someone who thrives of working in a time-compressed, highly dynamic and potentially ambiguous environment to ensure innovative, impactful solutions are developed, and milestones and deliverables are achieved.

  • Broad knowledge of the customer experience industry and tools to achieve business results through CX, gained through hands-on experience.  Deep knowledge of 1-2 CX disciplines such as Voice of the Customer programs and technology, customer insights, metrics and analytics, or market research methodology preferred

  • 5+ years' experience in customer experience, VoC market research, service design, user experience design or related discipline – client-side or as a consultant; ideal candidate will have both

  • Strong sales acumen and the ability to see broader issues and solutions vs. merely features/benefits; will work as part of a team with a salesperson and an engineering team on larger opportunities

  • Superior communication skills that enable you to effectively explain the client's Customer Experience offerings to a wide range of audiences including customers, prospects and partners.  You must be confident in discussions with senior C-Suite business leaders and able to position value within a business context based upon your relevant experiences.

  • Ability to build strong relationships, inspire confidence  and influence at all levels within a client organisation and internally;

  • Technology bias – preference to deliver value via a technology platform vs. simply consulting