Experience Management

**Position Overview**:
The purpose of the XM Consultant is to contribute as a team member in the Experience Management business unit, in building the offering and meeting the needs of our clients via means of research-led consulting, training and coaching.

This position is required to work across the Business Units to develop and deliver integrated solutions to take to market that are forward-focused, impactful to clients and repeatable. To identify opportunities to enhance / expand IQbusiness Insights brand in relation to CX, EX and UX. Build a client network, maintain the relationships with current clients and identify new client opportunities where proposals or RFP proposals are crafted.

**Requirements**:

- Recognised three-year degree, Business / BSc Degree
- Minimum 3 (three) years’ working experience in customer / user / employee experience strategy, design and implementation
- An understanding of customer experience principles, research methodology and business process optimisation
- Ability to work in an agile environment
- Ability to travel for work
- Competence and experience working with various virtual facilitation tools (such as Miro)
- Certification or accreditation in experience management related training is preferable (CX, EX and UX)
- Proficient in Microsoft and Office tools; specifically, MS Teams, Outlook, SharePoint, Excel, Project, PowerPoint and Word

**Competencies**:

- Persuading & influencing
- Learning & researching (continuous improvement)
- Adapting and responding to change
- Strategic thinking - formulating strategies and concepts
- Problem-solving - creating and innovating
- Independent decision-making
- Planning & organising
- Stakeholder management
- Confidence to lead client engagements
- Ability to work well in a team
- Ability to manage self - deliverables, quality and timelines
- Coping with pressures and setbacks
- Relationship building/networking - communicating & developing relationships
- Effective aggregation of tasks
- Effective communication
- Conflict management
- Project management
- Empathetic

**Roles & Responsibilities**: Strategy Execution** _[execution of the business strategy]_
- Active contribution to the execution of the Experience Management business plan
- Alignment with and contribution to the broader organizational objectives and initiatives
- Identify new client needs and opportunities (leads)
- Maintenance of current client and supplier relationships, building of new relationships through events, referrals, and colleagues

**Solutions Development **_[ensure solutions and new offerings cater for evolving customer needs]_
- Comfortably engage at senior stakeholder level and be seen as an expert, and advisor to stakeholders [both internally and externally].
- Keep up to date with market trends, competitor analysis, in experience related technology, CX/UX/EX approaches and Market Research.
- Displays entrepreneurial awareness and identifies opportunities that the business can capitalise on, or cost saving initiatives to accomplish relevant tasks.
- Network, connect with and draw on solution expertise within the broader IQbusiness organisation.
- New solutions: contribute to the scoping, development, testing, deployment, documentation, and training tasks for new solutions.
- Existing solutions: contribute to the delivery, development, and maintenance of existing solutions.
- Presenting complex arguments, information, and ideas in a way that team members, colleagues and clients can understand.
- Contribute to internal knowledge base and document IP (approaches and case studies) for reuse in other client engagements.
- Provide input in the development of marketing material (website, brochures).

**Project Delivery **_(project / training / coaching)_
- Design appropriate, innovative and accurate solutions and strategies for the client
- Lead (facilitate and/ co-facilitate) and deliver on transformation projects
- Deliver according to defined time, cost & quality requirements
- Creation of project documentation (all related project presentations and deliverables)

**Training Development & Facilitation**
- Create and / or collate content for training presentations and workshops
- Prepare for internal and external training sessions by assisting with venue and workshop logistics
- Facilitate internal and external training courses and coaching sessions (BP Group and bespoke) **and bespoke)**
- Please note: As all IQbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID and qualification verification_
- IQbusiness is committed to sustainable growth and transformation, we embrace diversity and employ previously disadvantaged individuals_