Customer Experience Research Consultant

Introduction & Summary

This role involves leading the requirements gathering and vendor selection for a Voice of Customer (VoC) program. The ideal candidate should demonstrate a solid track record in implementing IT-Heavy VoC or customer experience (CX) research programs. Expertise in handling data flows and advanced CX analytics is essential.

Main Responsibilities

• Gather requirements from IT, Cloud, CRM, and internal stakeholders.

• Define VoC program scope and technical specifications across various channels including Store, E-commerce, App, and Customer Services.

• Manage and execute the vendor RFP process.

• Recommend optimal VoC platform alongside the scope of work and implementation approach.

Key Requirements

• Proven experience in building and implementing IT-Heavy VoC, NPS, or CX research programs.

• Strong understanding of cloud-based data flows, processing, and advanced CX analytics.

• Knowledge of VoC platforms such as Medallia or Qualtrics and survey methodologies.

• Experience in managing vendor selection and RFP processes.

• Ability to translate business needs into technical requirements.

Nice to Have

• Stakeholder management and requirement gathering expertise.

• Familiarity with VoC program design and best practices.

• Strong communication and project management skills.

• Self-sufficient and able to work independently while maintaining transparency to leadership.

• Understanding of luxury retail customer journeys.

Other Details

This contract role spans 3-6 months with an emphasis on building an effective VoC program within the analytics and insights team.