What You'll Do- Advise senior client leaders on customer experience strategy, translating customer insights and analytics into practical, prioritized action
- Partner with account teams to uncover and activate customer experience growth opportunities across Gallup's client portfolio
- Diagnose complex customer challenges and shape customized solutions, from initial discovery and proposal development through implementation and delivery
- Measure customer engagement, introduce service values, enhance brand reputation and develop other customer experience strategies unique to your clients
- Connect Gallup's employee engagement expertise to customer outcomes, helping client leaders understand how their people can create exceptional customer experiences
- Leverage third-party customer experience technologies and platforms when needed to create the right solution for each client
- Help evolve Gallup's customer experience approach by bringing fresh perspectives, sharing methods and learnings, and building capability across the firm
Who We Want- Customer-first strategists who understand what matters most to customers, know how employees shape customer experiences, and develop strategies that strengthen customer relationships and business outcomes
- Trusted advisers who combine analytical credibility, business acumen, compelling communication and a sophisticated presence to challenge assumptions and influence internal and external partners
- Curious builders who thrive in ambiguity, challenge the status quo and enjoy creating customized solutions rather than relying on an off-the-shelf answer
- Collaborative growth partners who build authentic relationships, work across teams and proactively uncover opportunities to expand Gallup's impact, grow client accounts and generate revenue
- Driven achievers who take ownership and pursue exceptional outcomes with the confidence, agility and follow-through needed to move clients and colleagues to action
What You Need- Bachelor's degree required; master's degree preferred
- At least five years of paid professional experience in customer experience, customer strategy, customer insights or a related field, such as customer experience consulting, solutions consulting, account management, client success, management consulting or enterprise customer insights, required
- Demonstrated experience turning customer insights and analytics into recommendations and actions that improve client or business outcomes required
- Familiarity with customer experience technology platforms such as Qualtrics, Medallia, Forsta or similar platforms preferred
- Ability to travel approximately 25%, primarily within the U.S. and Canada, required
- A commitment to working on-site at Gallup's Chicago office at least three days per week when not traveling required
- Eligibility to work in the U.S. required; this position is not eligible for employment visa sponsorship
What You'll Experience- Mission-driven work: Make a meaningful difference in the world with your unique contributions, commitment to service and exceptional outcomes.
- An empowering culture:Collaborate with smart, passionate people who love what they do and welcome your ideas, perspectives and experiences.
- Learning and development: Grow in your career as we invest in what you do best, encourage curiosity and create an environment where it's safe - and expected - to challenge the status quo.
- Brand strength, startup energy: Thrive in an innovative environment backed by a trusted brand.
- A vibrant workplace: Enjoy working in our ultramodern office inside River Point in Chicago's bustling West Loop district - walking distance to the Metra, the "L," Chicago Riverwalk, Fulton Market, French Market, Randolph Street restaurants and more.
Gallup offers a robust benefits package that includes medical, dental, vision, life and other insurance options; a fully vested 401(k) retirement savings plan with company matching; an employee stock ownership program; mass transit reimbursement; family-building benefits; an employee assistance program; and various reimbursements and activities that enhance our associates' wellbeing. We also offer an estimated total annual salary range of $100,000-$145,000 for this role. Salaries are based on a variety of factors, including an individual's education, experience and skills.
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