Customer Experience Strategist (Senior Consultant)

You understand the power of great service experience and its ability to inspire customer behavior. You have a keen understanding of what it takes to deliver exceptional services, both in front of the house and behind the scenes.  But most of all, you see all of this in the context of furthering our clients’ core mission or business. The issues to be resolved are often difficult to define and quantify; may involve complex, traditionally competing interests; are often characterized by senior leadership interest and visibility, and require extensive probing and analysis. 

Our client seeks to understand the perspectives of its customers and support them through projects that are driven by customer feedback and input. Additionally, our client aims to build a workforce that is supported in excellent customer service standards, that identifies and executes projects that improve the customer experience (CX) and the employee experience (EX), and to build a strong culture of collaboration and innovation in a human-centered way. Technical Assent will provide customer experience strategy and support to the client to help them identify, diagnose, and address customer experience challenges in government offices, agencies, and programs.  

Responsible for: 

• Lead a team in researching, designing, customizing, and implementing service-based solutions. 
• Develop a deep understanding of what the client is trying to accomplish and create strategies to solve multiple dimensions of a business problem  
• Aid in the facilitation of trainings, conduct focus groups, interviews, create journey maps,  etc.  
• Lead the creation of project specific CX deliverables, managing team contributions and providing overall quality control. 
• Create status reports for leadership outlining progress of CX project activities.
• Approaches every day with a ‘we’ mindset and willingness to collaborate with and learn from teammates.
• Independently manage time to complete assigned tasks or entire lines of effort as part of the larger client engagement.
• Be a strong critical thinker who sees the big picture while staying delivery-driven. 

Candidate should have the ability to: 

• Independently develop and follow a project plan 
• Create client-ready deliverables from conception to presentation 
• Manage staff towards completion of activities ensuring on-time delivery of artifacts 
• Coordinate with project leadership on direction and progress of project activities 
• Work in a team environment, being open to others ideas and working collaboratively to produce well-rounded solutions/deliverables
• Effectively lead team meetings
• Be flexible as project scope evolves
• Communicate succinctly both verbally and in writing 

Candidate should have experience: 

• Working with clients in a consulting capacity
• Presenting to and communicating with executive leadership 

• Leads lines of effort and projects that deliver client outcomes. 
• Builds rapport with the client by seeing assigned tasks in the context of broader strategic goals, anticipating risks, and supporting decisions through the development and delivery of high-quality deliverables. 
• Leads entire teams to plan task timelines and directs the allocation of staff support to complete tasks.
• Mentors and supports the development of team members.
• Takes advantage of learning opportunities beyond client-based role or roles and connects them to existing knowledge.
• Shares knowledge with internal and external peers through writing and speaking 4-6 times per year.
• Builds organizational capability by building reusable process assets, templates, and tools that improve the consistency of our services.
• Supports federal business development pursuits by actively researching customer needs, recognizing opportunities and assessing the competitive environment to determine optimal approach and solutions.
• Maintains a professional demeanor that is consistent with Technical Assent core values at all times.
• Approaches every day with a ‘we’ mindset and willingness to collaborate. You are a natural team player who is comfortable working on multi-disciplinary teams, which may include designers, engineers, developers, business strategists, etc.
• Strong critical thinker capable of seeing the big picture and are delivery driven.
• Reviews teamwork products and contractual deliverables for quality.
• Identifies additional client needs beyond the current scope of work. 

• This position is remote with some travel (<25%) anticipated 
• Some meetings will be conducted on-site with USDA customers in Washington, D.C. 

• Bachelor's degree
• 6+ years of experience in Federal Government Consulting or other management consulting
• 3+ years of experience with human centered design and/or design thinking, employee experience, customer experience, and/or service design
• Curious, problem solving, and open-minded approach to work
• Thrive in a continuous Build-Measure-Learn cycle
• Engage with technology -- with comfort and ease (Power Point, Word, Excel, Teams, Monday, Slack, Mural, etc.) 
• Excellent verbal and written communication skills
• Ability to obtain and maintain a Public Trust security clearance 

Technical Assent is passionate about services – in government, business, and not-for-profit. We design exceptional service experiences, engineer them to be robust, and deliver real capability and business outcomes for our clients. You will be working on government programs that have strategic importance to our client.  Your team will work IN and ON the client’s core mission – helping them to deliver their services day-to-day while simultaneously looking for opportunities to improve.  Our work is Driven by Evidence, Grounded in Understanding, and Focused on Impact.  

We look for these attributes in our teammates.

• Our team combines the creative and the pragmatic to deliver the results that matter most to our clients.  We see beauty when art and science come together.
• We seek self-starters, people who are confident in tackling challenges independently and bringing this to high-performing teams.  We continually seek feedback from our customers and employees, looking for opportunities to grow.
• We are a small company which gives you an essential voice in shaping our culture.  You will help grow our culture, and you will grow from the experience, too.

You will be part of a team to take an improvement concept and transform it into a capability – an asset that provides measurable value to our client’s mission.  The team will work with users, prototype, develop, and deliver new capabilities.  We hold ourselves accountable to impacting outcomes.