Customer Experience/VOC Advisor - USA based

AKT, a global People solutions and advisory company, is looking for a Customer Experience (CX) Advisor, to provide consulting for its global customers.

In most of these projects, Qualtrics CX Management is the technology implemented, hence knowledge of VOC platforms (preferably Qualtrics) is pivotal.

If you have a passion for shaping the future of organizations through enhanced customer and employee experiences, this role is your calling. Your advisory services will be instrumental in guiding the strategic direction of our engagements through designing a cutting-edge CX program. With a focus on actionable insights, tying CX to business results, your contributions will be key to our continuous pursuit of excellence in experience management.

Reporting to the Head of Experience Managment Advisory, this is a customer-facing freelance role available to candidates located in the USA, with the flexibility for a part-time role.

Key Responsibilities:

• Operate as a trusted Advisor for C-Suite type customer contacts
• Provide consulting support to global accounts with complex organizational and tech environment
• Lead workshops to produce vision, blueprint and roadmap for state-of-the art CX programs
• Lead the design of qualitative and quantitative research, be able to analyze the impact of CX on business results and provide recommendations, and recommend Closing the loop best practices
• Conduct, write and present on global trends and benchmarks, case studies and best-practices at industry conferences and with specific customers
• Participate in pre-sales activities and help scope and plan the Qualtrics solution
• Coordinate team of advisors and work with the Qualtrics implementation team, develop and validate innovative, scalable pre-packaged solutions
• Maintain Qualtrics Certifications for the Customer Experience solutions

Job Requirements:

• 15+ years of experience working with clients on their VOC (voice of customer) programs, or Insights / Analytics function with large and complex enterprises
• Master’s degree in either Psychology, Sociology, Industrial Organizational, Marketing, Business Administration, Behavioral Sciences and related fields
• A blend of agency-side experience as well as internal-client experience is ideal, although candidates from either side will be considered
• Consultative and relationship builder who can quickly understand client needs and requirements
• Have a strong understanding of good research methodology; item design and data collection
• Deep knwoledge in analyzing data, and reporting back insights to stakeholders
• Qualtrics CX or other VOC platforms knowledge

Personal Skills:

• Entrepreneurial, hands-on
• Outstanding customer relationships with C-Level type contacts
• Excellent writing and presentation skills
• Curiosity, flexibility and a “can-do” attitude
• Analytical and data-driven thinking
• Proactivity and creativity in asking “why” and also providing solutions
• People loving, excellent listening and communication skills, team player
• Ability to work on several projects simultaneously and independently
• Technical orientation

AKT Offers:

• Wide variety of super interesting and exciting projects, working with leading brands (national and international)
• Top notch methodologies such as customer and employee experience management, agile, lean startup, design thinking, workshop facilitation, tech and more
• Challenging and very dynamic small team that is expected to grow and develop
• Recreation and enthusiasm that will drive you to self-actualization
• International business environment (offices in the UK, DACH, India, France, North America, Israel, and Czech Republic)
• A wide range of benefits and opportunities for career growth