Consultant, Customer Experience Strategy

Consultant, Customer Experience Strategy

At Block+Tackle, we help organizations turn customer intent into measurable growth. Not just campaigns. Not just decks. Systems that connect customer behavior, data, and execution at scale.

We’re looking for a Consultant who can translate customer needs and behaviors into well-designed journeys and measurable marketing experiences—balancing insight, creativity, and operational reality.

This role is ideal if you love sitting at the intersection of customer behavior, experimentation, and delivery and want to grow into bigger ownership.

What You’ll Work On

Customer Experience + Journey Strategy

• Design cross-channel customer journeys grounded in behavior, data, and business goals
• Audit existing journeys and touchpoints to identify friction and opportunity
• Define segmentation and targeting strategies using lifecycle and engagement data
• Build tactical plans tied to real outcomes (conversion, retention, loyalty)

Insight + Experimentation

• Form hypotheses and design experimentation frameworks (A/B, multivariate, triggers, holdouts)
• Identify gaps in customer understanding and structure learning plans
• Turn data into insights and recommendations—not just reporting

Channels + Measurement

• Understand how channels work together (email, SMS, push, web, paid, social, personalization)
• Evaluate performance and help define KPIs that connect behavior to business impact
• Recommend improvements to targeting, content, triggers, and orchestration

How You’ll Show Up

• Own discrete workstreams or small projects with increasing independence
• Participate confidently in client meetings and working sessions
• Collaborate across strategy, analytics, creative, and execution
• Begin mentoring Analysts—raising the quality of thinking and delivery around you
• Deliver on time, raise risks early, and turn ambiguity into structure

What We’re Looking For

• Problem Solving: Builds and tests hypotheses, applies structured thinking, synthesizes data, and recommends actionable solutions.
• Customer + Marketing Insight: Understands sophisticated marketing practices, modern lifecycle strategies, segmentation, triggers, and 1:1-at-scale personalization (even without true 1:1 content).
• Communication + Storytelling: Turns data and insights into compelling narratives that drive decision-making.
• Project Delivery: Owns components of larger deliverables or leads small, well-defined projects with increasing independence.
• Client Interaction: Participates in client meetings, communicates with confidence, and begins to serve as a go-to resource for questions on CX and marketing strategy.
• Workflow Management: Plans and manages smaller workstreams reliably; consistently meets deadlines.
• Collaboration: Works across teams and solution areas to integrate strategy, analytics, creative, and execution.
• Coaching: Begins to mentor and elevate Analysts, offering feedback and frameworks that improve their work.

What Success Looks Like

• Journeys you design move customers more intentionally
• Experiments generate real learning
• Analysts improve because they worked with you
• Clients trust your thinking and recommendations