Customer Experience Management Consultant

The Customer Experience (CX) Management Consultant will perform research, conduct assessments, and present briefings for improving the customer experience of the client’s website and Content Management System (CMS). In addition, the CX Management Consultant will support vendor/product assessments, analyze opportunities for optimizing organic search functionalities and enhancing digital services. The CX Management Consultant will meet with senior leadership and customers to develop a path forward for business and technical development, growth, and improvement.
Our ideal teammate has a curious mind and enjoys taking a challenging problem, using an agile mindset, and asking the right questions. You will have exceptional people skills as well as creative solutions.
What you bring to the Game: 
Responsibilities

• Customer Experience Domain: 3+ years of experience in customer experience, user experience, business analysis or a related field. Experience should include project management, strategy development, and working directly with and managing relationships with stakeholders to understand and address business needs.
• Exceptional Communication and Interpersonal Skills: Ability to communicate complex ideas effectively, both verbally and in writing, to a variety of stakeholders. Must be able to facilitate meetings, negotiate solutions, and present findings clearly and persuasively.
• Strategic Development and Documentation: Lead strategic initiative planning and documentation across all business functions, ensuring robust quality and alignment with both organizational goals and customer expectations. Conduct vendor assessments to evaluate best fit tools and solutions to meet business objectives.
• Effective Communication and Reporting: Manage and produce essential documents and presentations for varying levels of management, ensuring clarity and detailed reporting on project statuses and strategies.
• Project Management Skills: Experience in leading and managing projects from inception to completion. Must be able to oversee project timelines, resources, and coordinate with other teams to ensure successful project delivery.

Required Skills/Abilities, Experience

• Expertise in Content Management Systems: Proficient in platforms like Adobe Experience Manager/CMS and Drupal, with a strong understanding of SEO, UX/UI design, and customer experience optimization.
• Leadership and Team Collaboration: Demonstrated leadership abilities with skills in team building and effective collaboration across project teams and stakeholders.
• Analytical and Problem-Solving Skills: Strong capability for innovation and conceptual thinking with the ability to analyze issues independently and devise effective solutions. Experience with research and synthesis to provide data-driven solutions.
• Communication and Interpersonal Skills: Excellent at communicating complex concepts to both technical and non-technical stakeholders and excelling in teamwork environments.
• Project Management: Skilled in managing multiple priorities and projects in a dynamic, fast-paced environment, with keen attention to detail and organizational prowess.
• Stakeholder Engagement: Experienced in influencing stakeholders and working closely with them to determine acceptable solutions; adept at facilitating discussions between business sponsors, senior leadership, and project teams.
• Presentation Skills: Ability to present requirements, testing results, and business outcomes effectively to senior leadership and executives. Experience developing and reviewing client deliverables, including deliverables in Microsoft Word (i.e., Word Documents, PowerPoint, Excel, etc.).
• Bachelor's degree from an accredited university/college or an MBA is preferred.
• Experience in working in Agile environment or hold Agile certification.
• US. Citizenship Required.

What BLN24 brings to the Game:
BLN24 benefits are game changing. We like our team to play hard and that means they need to be taken care of — physically, financially, and emotionally. We make sure to keep them in the game by giving them access to generous medical, dental, and vision plans.

• You can join one of the fastest growing companies headquartered in the Washington DC Metro Area. We give you the opportunity to work in different sectors, so you have the chance at variety while maintaining stability.
• Flexibility at BLN24 allows each individual the opportunity to balance quality work and their personal lives. Depending on projects, we allow remote working opportunities so you can always be in the game no matter where you call home.
• We offer competitive benefits including: 401(k), Healthcare, learning and development opportunities, and more.

BLN24 is an Equal Opportunity Employer. We believe people are our strength and understand diverse talents are key to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.