Consultant - Experience

About this role

The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Want to know more? See more of what we do here.
Job Summary
​​The Granicus Experience Group (GXG) is Granicus’ in-house digital agency, a cross-functional team of strategists, analysts, communicators, and Granicus technology experts focused on customer experience and digital communications. We leverage best-in-class human-centered practices and a design-thinking approach to help our federal, state, and local government customers better connect with the people they serve. We discover better insights, build better experiences, and achieve better outcomes.
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​GXG is a fast-growing agency at a high-growth tech company, seeking a Consultant for our Experience Practice Area to apply a human-centered approach to digital experience planning, using empathy, data, and insights to nurture the connection between people and government. Experience Consultants analyze the current state of our clients’ customer experience, then map an idealized journey to meet our clients’ goals and inspire new approaches.
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​Our Experience Consultants lead discovery activities to understand our customers’ audiences and their overall goals. They conduct interviews, facilitate workshops, and review content or data to glean insights, then develop actionable plans for enhanced digital experiences, including personas, customer journeys, messaging frameworks and more. Our Experience team collaborates closely with our communications and data teams to evaluate the effectiveness of our plans over time.
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​Strong candidates will have a proven track record of developing digital strategies for clients, preferably for government. Candidates will have experience facilitating discovery sessions, analyzing data to inform strategies, and working on large-scale or program-level projects for clients. Candidates will be experts in email and social media communications, as well as community engagement and management. Candidates must have a desire to be part of a data-driven, client-focused, fast-paced team that loves the mission of improving the citizen experience and providing world-class service to government clients.
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​Projects range from assessing the effectiveness of a rural county’s digital communications initiative, to driving awareness-to-action of a state-wide social services initiative, to growing a large federal agency’s digital audience in a short timeframe, to managing the largest online community to advance national preparedness and resilience. The position reports to the Manager of the Granicus Experience Group.
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​Human-centered design practitioners, understanding best practices, regardless of technology or use case, and always putting people at the center of our solutions.
​Data-driven thinkers, grounding our insights and recommendations for growth in measurable data and context.
​Digital content creators and strategists, applying best practices to key message development, evaluation of current client content, and identifying optimization opportunities.
​Innovators, leveraging design-thinking and other frameworks to keep our work fresh and help our customers adopt a mindset for change. We drive toward success with a spirit of experimentation and agility.
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​Demonstrate a polished, professional relationship with colleagues & customers.
​Assume positive intent.
​Be collaborative. Create space for and be open to different expertise and experiences.
​Be dependable and reliable for our customers and our colleagues.
​Be organized and manage your own workload.
​Be proactive. Be willing to jump in, not wait to be told.
​Be willing to try something new, not dependent on documented examples.
​Be empathetic. Consider the human experience, needs and motivations of our customers and our colleagues.
​Be open to feedback. Listen with the same passion with which you want to be heard.
​Be curious. Gather information and knowledge. Consider new ideas and approaches. Consider what you might not know.
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What Your Impact Will Look Like
​​Execute comprehensive multichannel strategy projects for public sector clients, including complete management of project scope, timeline and requirements
​Perform discovery and planning functions, including stakeholder and audience interviews, content audits and assessments, and overall current state analysis. Use data and empathy to discover insights, then translate those insights into actionable plans, including personas, customer journeys, messaging frameworks and more.
​Offer expertise and recommendations to clients, and closely collaborate with internal team members and contractors.
​Act as a primary client feedback conduit to GXG leadership and maintain proactive approaches to executing client initiatives, anticipating…