Guidehouse Customer Experience (CX) Lead, Managing Consultant in Lansing, Michigan
Job Family :
Travel Required :
Clearance Required :
Ability to Obtain Public Trust
Guidehouse is seeking a highly motivated and creative Customer Experience Lead to build and drive best-in-class user experiences while providing strategic direction for all aspects of customer experience, human-centered design, and innovation practices.
You will be responsible for building and leading a team of Experience Designers to support product initiatives, communicate and present across all levels of the organization, and work with multiple cross-functional teams. You will serve as point of contact for clients on large digital engagements, and envisioning creative, innovation solutions to complex business problems. This candidate will be the voice of the customer, expected to properly convey what the customer wants, needs, and expects from the products that we are creating.
What You Will Do :
Establish the overall direction and vision for Experience Design team (establish approach, tools and process).
Drive Customer Experience thought leadership in both the company and with our clients.
Collaborate with key stakeholders to define product experience.
Serve as the voice of the customer while meeting their needs.
Understand complex qualitative and quantitative research data, business goals and requirements, and translate them into personas, user flows, journey maps, and experience maps.
Create customer-centric designs that address business, brand and user requirements.
Manage, mentor, and provide feedback to Experience Designers, with a focus on delivering high quality solutions to our clients.
Lead participatory design activities (e.g. facilitating workshops, design sprints, card sorting) to understand vision, business model and knowledge about user needs and behaviors.
Conduct, design and analyze user experience and usability testing, incorporating testing best practices
Interact with current and potential customers to better understand their needs and communicate them effectively to the team.
Create user-centered designs by considering market analysis, customer feedback, and usability findings.
What You Will Need :
Minimum 4-year bachelor’s degree.
A minimum of 8 years of significant experience in customer experience design, information architecture, or user experience design.
US Citizenship is contractually required.
Ability to obtain a Public Trust clearance.
Deep experience assessing, evaluating, and improving customer experience processes.
Knowledge of the concepts, principles, and processes of design thinking; ability to utilize the knowledge in designing new products and services and even improving organizational operation.
Significant experience leading user-centered projects such as responsive websites, web and mobile applications and other interactive touch points.
Demonstrate a portfolio of work with a proven track record for solving complex design or customer experience problems.
Proven track record of building, managing, and mentoring a team.
Outstanding facilitation, brainstorming and collaboration skills.
Proven experience conducting user research and translating user research into design decisions.
Strong background in usability testing and building rapid prototypes.
Experience working with an Agile development team.
Experience closely collaborating with technical teams.
Must be strategic, and creative while remaining detail oriented and process focused.
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.
Compensation may vary based on education, skills, experience and location.
This is an exempt level role that may require more than 40 hours of work per week.
Selected Candidate must be able to work Eastern Standard Hours.
What Would Be Nice To Have :
Certifications in any of the following:
Certified Scrum Master (CSM)
Agile Certified Practitioner (ACP),
Scaled Agile Framework (SAFe)
The annual salary range for this position is $89,900.00-$179,800.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.
What We Offer :
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.
Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
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
Student Loan PayDown
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program
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.