Customer Experience Strategy Consultant

Location: Atlanta, GA; hybrid work environment with on-site work at the hirify.global office or client site and travel as required.

Company

hirify.global helps organizations solve complex business challenges through technology, strategic consulting, customer research, and experience transformation.

What you will do

• Define customer experience strategies, visions, priorities, operating models, governance, and transformation roadmaps.
• Plan and conduct qualitative and quantitative customer research, including interviews, surveys, contextual inquiry, and analysis of customer, operational, and behavioral data.
• Translate research into personas, segments, jobs-to-be-done, journey maps, service blueprints, opportunity frameworks, and future-state experience concepts.
• Build CX measurement frameworks and business cases linked to revenue, retention, cost to serve, customer lifetime value, NPS, CSAT, and CES.
• Plan and facilitate workshops, co-creation sessions, and design sprints with client and hirify.global teams.
• Create executive presentations and partner with product, design, technology, and data teams to carry strategy into implementation.

Requirements

• 4+ years of experience in customer experience strategy, service design, design research, or a related field within an agency, consultancy, or client-services environment.
• Hands-on experience leading customer research and synthesizing qualitative and quantitative findings into recommendations.
• Experience with CX measurement and voice-of-customer programs, including NPS, CSAT, and CES, and connecting them to business outcomes.
• Experience building CX business cases, assessing CX maturity, and shaping operating models, governance, and transformation plans.
• Working knowledge of AI and digital technologies in customer experience, including conversational AI, personalization, and digital self-service.
• Strong facilitation, storytelling, communication, critical-thinking, and stakeholder relationship-building skills; familiarity with tools such as Qualtrics, Medallia, Miro, FigJam, or Figma.

Nice to have

• Bachelor’s degree in business, design, psychology, human-computer interaction, or a related field.
• Background in digital product ideation and development or experience connecting employee experience to customer experience.
• Portfolio or case studies covering journey maps, service blueprints, personas, experience concepts, or roadmaps.

Culture & Benefits

• Hybrid work with flexibility to work from the hirify.global office or client site.
• Travel is required as needed to support client engagements.
• Collaboration with product, design, technology, data, and client teams.
• Work across customer research, journey strategy, service design, CX measurement, and experience transformation.