Customer Experience Team Lead, Senior Consultant

Position Title: Customer Experience Team Lead, Senior Consultant

Position Type: Full-time (W-2)

Salary: Competitive

Company Description:

Technical Assent is passionate about services in government, business, and not-for-profit. We design exceptional service experiences, engineer them to be robust, and deliver real capability and business outcomes for our clients. You will be working on government programs that have strategic importance to our clients. Your team will work IN and ON the client’s core mission- helping them deliver their services day-to-day while simultaneously looking for opportunities to improve. Our work is Driven by Evidence, Grounded in Understanding, and Focused on Impact.

Our consultants combine the creative and pragmatic to deliver the results that matter most to our clients. We see beauty when art and science come together. We seek self-starters, people who are confident in tackling challenges independently and bringing this to high-performing teams. We continually seek feedback from our customers and employees, looking for opportunities to grow. As a small company, our employees have an essential voice in shaping our culture. You help grow our culture and, in turn, grow from the experience.

Job Description:

As a consultant supporting Federal government clients, you will work as part of an innovative team to research, prepare, and deliver high-quality solutions. You will be trusted to complete tasks independently, begin leading others in completing tasks, and contribute to the overall team effort to solve challenging problems for the benefit of our customers.

The successful candidate will have the ability to:

• • Set overall strategy for the project
  • Can effectively lead work streams
  • Lead and manage a team of 4-6 people
  • Act as main client Point of Contact, managing relationships and reporting on status throughout the project to the Executive Sponsor and key stakeholders
  • Develop implementation project plan and manage team toward completion of major milestones
  • ​​​Create status reports for leadership outlining progress of project activities, monitoring and assessing project risks, and developing mitigation strategies in collaboration with Program Manager
  • Assist with service design and research efforts – including leading or facilitating interviews, and focus groups, etc.
  • Lead the creation of project-specific deliverables, managing team contributions, and providing overall quality control
  • Approach every day with a ‘we’ mindset and willingness to collaborate with and learn from teammates
  • Independently manage time to complete assigned tasks or entire lines of effort as part of the larger client engagement
  • Be a strong critical thinker who sees the big picture while staying delivery-driven
  • Connect the big picture between project and client business/mission goals

Minimum Qualifications

• A Bachelor’s degree in business administration, public policy, economics, political science, communications, planning, statistics, technology & policy, or related discipline
• Experience working with the Federal Government or other in public-sector contexts
• Six (6) or more years of relevant work experience
• Knowledge of service design and customer experience projects
• Thrive in a continuous Build-Measure-Learn cycle
• Engage with technology with comfort and ease (Power Point, Word, Excel, Teams, Monday, Slack, Mural, etc.)
• Excellent verbal and written communication skills
• Curious, problem solving, and open-minded approach to work
• Ability to obtain a Public Trust security clearance

Preferred Qualifications

• Project Management Certification (e.g., Project Management Professional)
• Experience leading a customer experience (CX) / service design project
• HCD Certifications (e.g., LUMA, IDEO)
• Agile Project Management Certifications (e.g., Certified Scrum Master)

Job Location and Travel Expectations:

• This position is remote. Some travel (<25%) is anticipated.

Additional Information:

Come as you are - Technical Assent is committed to a workplace free of discrimination. All qualified applicants will receive consideration for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

We offer a highly competitive benefits package to all full-time employees that includes:

• Unlimited PTO
• Healthcare coverage (medical, dental, vision)
• FSA and HSA
• Short and long-term disability
• 401(k) with employer contributions, training and wellness allowances, and commuter benefits.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with Technical Assent, please call or email kcatejourden@technicalassent.com.

For more information about our company, please visit our website at www.technicalassent.com.