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Customer Experience Consultant

3 months ago

Southampton, United Kingdom Alliants Full time

**We’re Hiring a Customer Experience Consultant**

**Location**:Hybrid (UK or Canada) - weekly visits to customer sites, flexibility to travel to our offices (Southampton/London or Toronto)

Alliants is on a mission to build the best digital experiences for the world’s most respected luxury hotel, travel and retail brandsand we’re seeking a **Customer Experience Consultant** to join our expanding **Services** team. Can you see yourself thriving in an innovative, growing SaaS company?

Join us on our journey, we are all-in on building the future of digital experiences

**The role**:
Reporting to the SVP Services, you’ll be providing prospective and existing customers with exceptional services. You’ll be responsible for growing the Experience consulting and delivery business of Alliants, building sustainable customer offerings across luxury hospitality, retail and private healthcare.

We are looking for someone who can be a thought leader around customer experiences and bring that to our customers and our internal business to maintain relevance and market alignment. You will be a key part of our Services team, driving a high performing team of consultants, designers and business analysts to deliver impactful, pragmatic solutions to our customers.

Your role will require you to engage with our customers to gain a deep understanding of their business, customer and organisational needs to co-design innovative solutions that deliver against key strategic objectives. You will be expected to build out customer experience solutions and projects tied to the business value and strategy.

**Some key area’s you’ll be working on**:

- Grow and run the Customer Experience Consulting practice, owning the quality of our internal assets and frameworks, customer proposals, delivery and thought leadership.
- Run a high performing, profitable team.
- Develop the Alliants go to market strategy for Customer Experience practise, offerings, toolkit and frameworks, and work with third-party PR and Marketing partners to launch the content.
- Lead on Customer Experience opportunities in the pre-sales process, to ensure holistic, pragmatic approach to customer asks/challenges.
- Lead meetings with clients and/or and internal stakeholders to understand business goals, capture requirements and present findings and data-informed design solutions, including communicating personas, scenarios, user journeys and end-to-end experiences.
- Stay abreast of CX Trends in and across industry and share those trends within Alliants and use them to inform our core product (AXP) and our customers strategies and solutions.
- Plan, host, facilitate and document thought leadership papers, workshops and roundtables.

**Important to have**:

- 8+ years Customer Experience consultancy experience either in a consultancy or agency.
- Service Design, Design Thinking, Human Centred Design or similar techniques
- Familiar with the end-to-end design lifecycle (discovery, experience strategy & design, concept development, product management and experience measurement)
- Expert at conducting user research, customer testing, workshops with customers and stakeholders at levels from most junior to c-suite.
- Team management and ability to grow peoples careers.
- Able to position tangible and intangible business cases for customer experience investment for our customers.
- Understands the commercial levers to pull to build a profitable business and manage teams and project commercials to enable that.

**Nice to have**:

- Comfortable working with multidisciplinary teams, from discovery through to development
- Experience in creating compelling designs that promote the call to action required from the relevant persona.

**Who are Alliants and what do we do?**

**What’s in it for you?**

We’re a friendly, mission-driven bunch that values inclusion, learning and development, and transparency. Check out our benefits:
A competitive salary

Up to 10% annual bonus

️ Remote & flexible working

️ 25 days holiday + public holidays

Generous level of stock options

Private healthcare

Life Insurance

Monthly takeaway allowance

Pension with matched employer contribution

£1,500 training and development budget each year

You can view some of the amazing brands and exciting projects we work on.

If interested or would like to know more, please click apply.