Sr. Customer Journey Consultant

Software Guidance & Assistance, Inc., (SGA), is searching for a Sr. Customer Journey Consultant for a contract assignment with one of our premier SaaS clients in San Francisco, CA.

The Integrated Customer Experience (ICX) team unifies frontline Sales and Support, serving as the first point of contact for customers. As a Senior Customer Journey Consultant (contractor), you'll own workstreams within high-impact strategic initiatives that shape the customers experience across channels. You will lead journey mapping, problem structuring, root cause analysis, and data-driven recommendations, and you will drive alignment with senior stakeholders to translate insights into measurable business outcomes. You'll collaborate with stakeholders across Sales & Support Delivery, Business Operations, Product Management, Customer Data Insights & Analytics, and FP&A to evaluate current state experiences and new concepts.

Responsibilities:

• Frame and structure complex experience problems, develop hypotheses, and research plans to trace root causes.
• Map and diagnose current customer journeys to uncover pain points and opportunity areas, leveraging both qualitative and quantitative research.
• Facilitate mystery shopper exercises, conduct interviews and discovery sessions, and drive best-in-class customer insight practices.
• Synthesize research into actionable business strategies and present recommendations to leadership and cross-functional teams.
• Develop models or benchmarking comparisons to support business case development and strategic decision-making.
• Ensure alignment and collaboration with analytics, design, and operational partners to drive implementation of recommended solutions.
  
  

Required Skills:

• 5-7 years in customer experience strategy, management consulting, or a highly analytical role, with a track record of driving cross-functional, customer-focused initiatives from insight to execution.
• Demonstrated expertise in journey mapping, qualitative and quantitative analysis, and root cause identification across multi-channel, multi-touchpoint experiences.
• Process design and optimization background (experience and/or education/training/certifications).
• Multi-swim-lane systems, data, people, process flow documentation experience/expertise.
• Excellent communication and visual storytelling skills, with the ability to persuade and influence across teams.
• Exposure to UX/UI design, service design, or experience benchmarking is preferred.
• Strategic journey owner. You think end-to-end across channels and touchpoints, connecting customer pain points to business outcomes and prioritizing work based on impact and feasibility.
  
  

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com/ .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.