Project Management Consultant - Technology

Voice of the Customer Leadership

Responsible for running the VoC program while partnering with leaders across the organization to improve customer experience, service performance, and business outcomes, and proactively cultivating relationships to surface opportunities that expand the program's reach and impact.

Project Leadership & Execution

Lead high-visibility, cross-functional projects from conception through implementation with minimal oversight, managing multiple concurrent initiatives while navigating organizational complexity, removing blockers, and building stakeholder alignment to ensure timely delivery and desired outcomes.

Advanced Research & Strategic Insights

Conduct sophisticated quantitative and qualitative analysis of customer data from multiple sources, design and execute customer interviews, focus groups, and discovery sessions, then synthesize complex findings into clear, actionable business strategies and recommendations that connect customer insights to key business metrics such as revenue, retention, and efficiency.

Change Management

Design and execute change management plans to drive adoption of customer-centric practices, create communication plans, training materials, and enablement resources, while monitoring adoption and adjusting approaches to overcome resistance.

Executive Communication

Create executive-ready presentations, reports, and compelling data visualizations that communicate complex insights clearly, present findings and recommendations to senior leaders with confidence, and facilitate workshops and working sessions with cross-functional teams to drive alignment and action.

Mentorship & Knowledge Sharing

Mentor junior analysts and consultants on research methodologies and best practices, lead knowledge-sharing sessions to build team capabilities, and develop documentation, templates, and reusable frameworks that enable consistency and scale. Serve as a central point of contact and connective link for the team, keeping operations organized and teams aligned. Lead KPI tracking, facilitate strategy team workshops, and coordinate project brainstorming sessions to support planning, collaboration, and decision-making.

Qualifications

• Bachelor's degree or equivalent in Business, Marketing, Data Analytics, Information Technology or related field
• Minimum 5 years of experience in technical business analysis, customer experience technology support, or a related field
• Experience with survey design, data collection, project management, and analysis
• Proficiency in data visualization tools (e.g., Tableau, Power BI, etc.) and Excel

Preferred:

• Experience with Voice of the Customer (VoC) programs
• Familiarity with change management methodologies
• Background in digital transformation or technology projects
• Knowledge of customer journey mapping and service design frameworks