Cypress HCM · 1 day ago
Customer Success Consultant
San Francisco, CA
Contract
Hybrid
Senior Level
$76.65/hr - $76.65/hr
5+ years expCypress HCM is seeking a Senior Customer Journey Consultant to join Adobe’s Integrated Customer Experience team. In this role, you will lead strategic initiatives to enhance customer experiences by mapping journeys, conducting analyses, and collaborating with various stakeholders to implement actionable insights.
Human ResourcesInformation TechnologyStaffing Agency
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
Qualification
Required
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
Hypothesis- and data-driven. You are comfortable working from ambiguous problem statements, quickly framing hypotheses, designing approach to problem solving, and using qualitative and quantitative data to refine direction
Operationally minded. You balance customer empathy with practical implementation, ensuring that proposed solutions are scalable, measurable, and embedded in processes, tooling, and governance
Change agent. You are energized by transforming complex organizations, building buy-in for new ways of working, and coaching teams toward more customer-centric decision-making
Team player. You enjoy collaborating with, learning from, and guiding others so we all become better. You assume good intent in others, and actively do your part to make a positive work environment, communicating with ease at all levels, working across functions as a great influencer, collaborator, and teammate
Reliable. You pride yourself in developing a sense of reliability in outcomes, timelines, and goals expectations that you set for yourself and your team. You are creative in finding ways to solve problems and don't let roadblocks stop progress
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
Preferred
Exposure to UX/UI design, service design, or experience benchmarking is preferred
Company
Cypress HCM
Cypress HCM is a staffing and recruiting company providing technology and creative recruiting solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Mark Lillig
CEO
Philip Oommen
CFO
Company data provided by crunchbase