Strategic CX Consultant

RESPONSIBILITIES:
Kforce has a client that is seeking a Strategic CX Consultant in Stamford, CT.

Summary:
We are looking for a Strategic CX Consultant to bring a holistic, customer-centric perspective to our customer experience initiatives. This role will be instrumental in gathering and interpreting customer insights and driving cross-functional alignment to improve CX at every level. The ideal candidate will bridge the gap between customer feedback and business strategy, transforming data into actionable plans to enhance customer satisfaction and loyalty.

Key Responsibilities:
* Engage with customer feedback to gain an in-depth understanding of their experiences and pain points
* Lead workshops with internal stakeholders to communicate customer insights and co-create strategies to enhance CX across channels
* Develop frameworks to translate customer feedback into actionable insights, moving beyond data collection to drive meaningful CX improvements
* Partner with cross-functional teams to implement a proactive approach to issue resolution, such as automating outage credits and developing faster response protocols
* Support the integration of advanced analytics, including data science techniques, to enhance the depth and precision of CX insights
* Design innovative employee engagement programs to foster a customer-first culture within Company
* Champion programs ensuring they are effectively designed and delivering customer value
* Develop strategies to engage and align employees with CX goals, creating a cohesive effort to improve customer satisfaction
* Establish and monitor key performance metrics to assess the success of CX initiatives
* Regularly report CX performance to senior leadership, highlighting progress, impact, and areas for improvement
* Ensure effective use of CX tools and platforms, such as Medallia, to capture accurate customer insights and guide decision-making

REQUIREMENTS:
* Significant experience in customer experience management, analytics, or strategic consulting, preferably in the telecom industry
* Experience with CX tools (e.g., Medallia) and familiarity with customer research methodologies
* Proven track record of developing and implementing proactive CX initiatives that deliver measurable improvements
* Strong ability to translate customer insights into actionable business strategies and communicate them effectively to cross-functional teams
* Demonstrated ability to influence senior leadership and build consensus across departments

Preferred:
* Background in data science, business intelligence, or customer research
* Prior experience with telecom products or customer engagement in a similar industry

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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