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Guidehouse Senior Consultant, Experience Strategist in Albany, New York

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: www.guidehouse.com.

Responsibilities

Summary

Guidehouse is seeking a creative and analytical Experience Strategist to lead Customer Experience (CX) research and strategy initiatives with cross-functional teams on behalf of Guidehouse’s public and private sector 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. You will be responsible for driving to a deep understanding of clients’ customers and employees in order to shape forward-thinking CX strategy and create best-in-class experiences at all points in their journey.

Responsibilities

  • Experience Strategy

  • Plan and conduct high-quality, in-depth quantitative and qualitative customer research efforts

  • Analyze complex research data, business goals and requirements to generate elegant insights and translate them into customer-centric recommendations

  • Apply the concepts, principles, and processes of design thinking, and utilize them in designing new products and services or improving organizational operation

  • Lead participatory design activities (e.g. facilitating workshops, design sprints, card sorting) to understand vision, business model and knowledge about customer needs and behaviors

  • Create personas, user journeys, service blueprints, experience maps, business cases and roadmaps

  • Challenge teams to consider creative solutions using various idea-generating methods and an innovation mindset

  • Client Engagement

  • Develop work products from start to finish (from brainstorming and framework development to final edits and end-product)

  • Develop trusted relationships with clients

  • Develop communications for internal and external client stakeholders

  • Develop presentations and brief clients

  • Exemplify quality standards in work products as error-free, client-ready deliverables

  • Team and Firm Support

  • Provide guidance and feedback to team members

  • Understand firm capabilities and solutions

  • Support business development activities as needed

Qualifications

Qualifications Required

  • Bachelor’s degree

  • 3-5 years of experience in CX strategy, service design, information architecture, or human-centered design

  • Experience leading projects from discovery to delivery

  • Experience conducting user research and translating findings into design decisions

  • Proven track record of solving complex design or customer experience problems

  • Outstanding facilitation, brainstorming and collaboration skills

  • Strong working knowledge of design and development of web, mobile application and other interactive touch points

  • High degree of comfort working in unstructured situations and ability to maintain poise, maturity and work well under pressure

  • Solid verbal communication and narrative development skills, with the ability to summarize and convey key insights from analyses to senior audiences

  • Keen attention to detail

  • US Citizenship or legal non-citizen status

  • Travel up to 20%

    Qualifications Preferred

  • Proficiency in survey design and marketing analytics methods

  • Experience working with Agile development teams

  • Experience closely collaborating with technical teams

  • Familiarity with current web development technologies, standards and best practices, including HTML5, CSS, JavaScript

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.

  • This position is open to candidates virtually from Montana, New Mexico, Utah, Wyoming, Arizona or Eastern, Pacific, and Central time zones.

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 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com . 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 agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.

Rewards and Benefits

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

Medical, Rx, Dental & Vision Insurance

Personal and Family Sick Time & Company Paid Holidays

Parental Leave and Adoption Assistance

401(k) Retirement Plan

Basic Life & Supplemental Life

Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

Short-Term & Long-Term Disability

Tuition Reimbursement, Personal Development & Learning Opportunities

Skills Development & Certifications

Employee Referral Program

Corporate Sponsored Events & Community Outreach

Emergency Back-Up Childcare Program

Position may be eligible for a discretionary variable incentive

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