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Consultant – Customer Experience (CX) Specialist

Resigility LLC

This is a Full-time position in Atlanta, GA posted March 31, 2021.

Consultant – Customer Experience (CX) SpecialistResigility is looking for an individual with a consistent record and understanding of what it takes to design, develop and implement a set of transformed interactions that “delight” customers and create a positive perception of the organization. Demonstrated dedication to customer experience and delivery excellence, working with clients in a professional manner and in a dynamic team environment are a must.A leading industry consulting firm and Woman-owned Small Business (WOSB), Resigility is seeking a dynamic professional to join an awesome team dedicated to phenomenal outcomes for our clients.Our name is emblematic of our core belief that agility – the ability to move quickly and easily – and resilience – the capacity to recover quickly from difficulties – are two powerful traits that every team, organization, and community need to thrive. The position is based in Atlanta, Georgia as it is expected to be on-site with clients as work returns to offices. No re-location is provided.Major Duties and Responsibilities Design and implement a customer experience model incorporating interactions across business processes, people and technology, including:Driving cross-functional efforts to create a “delightful” customer experience for application across the organization to elevate understanding, illustrate opportunities, help the organization continuously improve and enable customer outcomes.Creating and maintaining the CX Concept of Operations (CONOPs) through engagement, design, and facilitation, ensuring all functions across the end-to-end experience participate in the journey.Creating and executing a CX strategy and transformation plan including pilots, education, communication, training, engagement, approach on ways of working, voice of the customer (VOC) and metrics while developing organizational and customer buy-in.Development of presentations and other written deliverables to communicate key customer experience recommendations to clients.Facilitating organizational understanding of what is important to customers and how the organization is performing relative to customer needs.Coordinates CX communications activities, including development of written and other types of communications, editing of stakeholder materials and development of innovative communication methods.Provided consultative support to clients by delivering strategic and operational CX recommendations based on the integration of research, consulting approaches and firsthand experience to enable decision making.Maintain and strengthen the firm’s reputation for quality, high performance customer delivery by accepting ownership for accomplishing new and different requests, while actively exploring opportunities to add value to work products and deliverables.Required Experience, Education and Qualities Bachelor’s degree in a related discipline from an accredited college or universityCertified Customer Experience Professional (CCXP) or other customer experience related certification (e.g., Human Centered Design) preferredRequires minimum of three (3) years of experience:As a customer experience or management consultant at a top consulting firmDeveloping artifacts to support large-scale CX efforts in support of organizational transformation goals, activities and processesManaging multiple, complex tasks simultaneouslyFacilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authorityMaking timely, effective decisions and having a positive track record of driving change through CX projectsCommunicating (written/verbal) findings in a logical manner with supporting information.Ability to work effectively with clients using strong customer relationship skills, innovative thinking, and integration with leadership and support structuresUnderstands and can teach CX methods and tools (e.g. Net Promoter Score (NPS), Customer Effort Score (CES), closed-loop systems, mapping)Possesses strong analytical, critical thinking and interpersonal skillsAbility to effectively manage Work Product and Deliverable lifecycles to ensure timely delivery of quality productsAble to work independently subject to supervisory direction and review and to be energetic, organized, and detailedBe a Design Thinker and apply Human Centered Design or Design Thinking methodologies to help guide CX designAbility to employ data and research to create Customer Journey Maps (CJMs) that help stakeholders “see” where the gaps and opportunities are to improve CXProficiency in Microsoft Office applications (Visio, Word, PowerPoint, Excel, Publisher) and experience with Microsoft’s cloud version of the Office suite, Office 365 (O365)

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