What are the responsibilities and job description for the Customer Experience Consultant position at Northramp?
Customer Experience Consultant
Rockville, MD
Category : IT Service Management
Type : Full-time
Min. Experience : Senior Level
Northramp is looking for a passionate and skilled Customer Experience (CX) Consultant to join our team. This role is integral to helping organizations enhance their customer-centric approach by designing and implementing CX strategies, journey maps, and metrics that drive customer satisfaction and loyalty. The ideal candidate has a strong understanding of customer experience principles and is adept at uncovering insights to support organizational growth and improve the customer journey.
Key Responsibilities :
Customer Experience Strategy and Design :
Develop and implement CX strategies aligned with organizational goals and customer needs.
Collaborate with cross-functional teams to integrate CX principles into business processes and services.
Facilitate workshops to design and refine customer personas, journey maps, and engagement strategies.
Customer Journey Mapping and Voice of the Customer (VoC) :
Conduct customer journey mapping to identify pain points, opportunities, and enhancements.
Lead VoC initiatives to collect and analyze customer feedback through surveys, interviews, and other channels.
Recommend actionable improvements based on VoC data and insights.
CX Metrics and Measurement :
Develop CX-focused metrics and key performance indicators (KPIs) to measure customer satisfaction and engagement.
Analyze data to evaluate the effectiveness of CX initiatives and present findings to stakeholders.
Support continuous improvement efforts by implementing data-driven recommendations.
Innovative Customer Engagement :
Identify and implement new methods for engaging with customers to foster trust and loyalty.
Stay updated on industry trends and emerging CX technologies to drive innovation.
Advocate for the customer perspective in organizational decision-making.
Required Skills and Experience :
Proven ability to create and execute CX strategies in the Federal government and measure their impact.
Gather, package, and analyze customer experience data to support leadership decision-making and inform key service improvements.
Identify IT process improvements to improve the overall end user experience.
Strong analytical skills, with experience working with CX tools, metrics, and reporting platforms.
Excellent interpersonal and communication skills to collaborate across teams and present insights effectively.
Required Qualifications
U.S. Citizen
Ability to pass, and maintain, a federal background check and drug screen successfully
Bachelor’s Degree and 3 years of experience leading CX initiatives in the Federal government
Strong collaboration, client communication and handling skills
Ability to leverage resources to get things done with timeliness and quality
Ability and interest in performing physical work and inventory related activities
Innovation, Continual Improvement, and Customer Experience focus
Clearance
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.
About Northramp
At Northramp, our passion, our true north, is to help our clients cut through the fog and obtain technical and operational clarity to help them make the most significant impact possible. Focused like a laser on driving value for our clients, Northramp specializes in helping public and private sector clients streamline their IT operations, improve their technical services, and drive greater returns from IT investments.
If you are curious in learning more about Northramp, please visit our website at
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
Reasonable Accommodation Requests
Northramp is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please e-mail PeopleOPS@northramp.com or call : 703-772-5588 - Northramp Human Resources. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
EEO is the Law
The law requires Northramp to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following link : EEO is the Law () and EEO is the Law Supplement () .
Pay Transparency Non-Discrimination
Northramp will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision () for more information.
E-Verify
As a Federal Contractor, Northramp is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link : E-Verify () .
