Customer Journey

Get AI-powered advice on this job and more exclusive features.

This range is provided by Intelliswift - An LTTS Company. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$70.00/hr - $76.50/hr

Direct message the job poster from Intelliswift - An LTTS Company

Job Title:
Senior Customer Journey Consultant

Location:
San Francisco/San Jose (Hybrid in‑office 2‑3 days per week)

Duration: 5 Months

Intelliswift Software Inc. conceptualizes, builds, and supports the world's most amazing technology products and solutions. Our team of rich experts from diverse backgrounds contributes to making Intelliswift one of the most reliable partners in IT and Talent solutions. We specialize in delivering world‑class Digital Product Engineering, Data Management and Analytics, and Staffing Solutions services to Fortune companies, SMBs, ISVs, and fast‑growing startups.

• Client's Integrated Customer Experience (ICX) team unifies frontline Sales and Support, serving as the first point of contact for customers. As a Senior Customer Journey Consultant (contractor), you'll own work streams within high‑impact strategic initiatives that shape how customers experience Client across channels. You will lead journey mapping, problem structuring, root cause analysis, and data‑driven recommendations, and you will drive alignment with senior stakeholders to translate insights into measurable business outcomes.
• You’ll collaborate with stakeholders across Sales & Support Delivery, Business Operations, Product Management, Customer Data Insights & Analytics, and FP&A to evaluate current state experiences and new concepts.

• Frame and structure complex experience problems, develop hypotheses, and research plans to trace root causes.
• Map and diagnose current customer journeys to uncover pain points and opportunity areas, leveraging both qualitative and quantitative research.
• Facilitate mystery shopper exercises, conduct interviews and discovery sessions, and drive best‑in‑class customer insight practices.
• Synthesize research into actionable business strategies and present recommendations to leadership and cross‑functional teams.
• Develop models or benchmarking comparisons to support business case development and strategic decision‑making.
• Ensure alignment and collaboration with analytics, design, and operational partners to drive implementation of recommended solutions.

• 5–7 years in customer experience strategy, management consulting, or a highly analytical role, with a track record of driving cross‑functional, customer‑focused initiatives from insight to execution.
• Demonstrated expertise in journey mapping, qualitative and quantitative analysis, and root cause identification across multi‑channel, multi‑touchpoint experiences.
• Process design and optimization background (experience and/or education/training/certifications).
• Multi‑swim‑lane systems, data, people, process flow documentation experience/expertise.
• Excellent communication and visual storytelling skills, with the ability to persuade and influence across teams.
• Exposure to UX/UI design, service design, or experience benchmarking is preferred.

• Strategic journey owner. You think end‑to‑end across channels and touchpoints, connecting customer pain points to business outcomes and prioritizing work based on impact and feasibility.
• Hypothesis‑ and data‑driven. You are comfortable working from ambiguous problem statements, quickly framing hypotheses, designing approach to problem solving, and using qualitative and quantitative data to refine direction.
• Operationally minded. You balance customer empathy with practical implementation, ensuring that proposed solutions are scalable, measurable, and embedded in processes, tooling, and governance.
• Change agent. You are energized by transforming complex organizations, building buy‑in for new ways of working, and coaching teams toward more customer‑centric decision‑making.
• Team player. You enjoy collaborating with, learning from, and guiding others so we all become better. You assume good intent…