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Requirements and responsibilities
Summary DescriptionThe 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.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.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.Strong candidates will have a proven track record of developing strategic digital solutions through direct client-serving roles, with specific expertise in government sector digital transformation. 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.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.What Your Impact Will Look LikeWho We Are: 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.How We Show Up to Work: 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.Essential FunctionExecute comprehensive multichannel strategy projects for public sector clients, with rigorous project management demonstrating strategic thinking and delivering complex client-facing initiativesPerform 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 customer needs and keenly guiding decisions based on data and best practices.Continuously demonstrate a polished, professional relationship with colleagues and clients by being organized, prepared and proactive. Have an authentic and polished presence at all times.Occasionally represent the Granicus Experience Group in speaking roles, panel participation, webinars, workshops and client outreach, as well as attend and participate in industry conferences and workshops throughout the U.S. as needed.Become an expert on Granicus products and future product development by keeping abreast of new and upcoming enhancements to our platform.Set the standards for and ensure quality in all client deliverablesGuide and mentor junior team members in project execution.Shape the client strategy.Put forward product enhancements based on client needYou Will Love This Job If You HaveExperience/Credentials:2-3 years of direct client-serving roles with proven experience in digital strategy, user experience, and strategic project management in government or public sector contexts. Advanced proficiency in human-centered design principles, demonstrating applied strategic thinking through comprehensive user experience methodologies including journey mapping, persona development, and research-driven content strategy.Be proficient in digital-communications tools, and preferably the Granicus family of products, ranging from email marketing, online collaboration, website content management systems, online forms, and social networks to the next new thingSolid written, verbal and presentation skills and workshop facilitation skills in a heavy client-facing capacity Experience digesting data and deriving insights that lead to actionable recommendations, then applying intuition and experience to complement data Understand and use digital tools, technologies and trends, then leverage those for client success, including research and discovery effortsStrategic thinker with the ability to exercise independence, autonomy, and sound judgment in making account recommendations and decisions. Skillfully enlist internal stakeholders to help navigate client relationshipsAbility to be flexible in a changing work environment and to work well under pressureConsistently perform against simultaneous projects in a fast-paced environment Experience and/or enthusiasm for working with government. Passionate about public service, citizen engagement and all things digitalThrive in a fast-paced environment while demonstrating strong personal initiative and on-time delivery of project tasks and deliverables.Maintain awareness and understanding of government news, as well as digital communications and industry developments that apply to the position and responsibilities.Be hungry and passionate, have a collaborative spirit and be committed to making a difference with communications and collaboration.Other Job InfoThis role will require up to 15% travel to customer sites. GXG team members are expected to be available for in-person meetings with federal, state, and local customers as needed. This includes travel to customer locations to support relationship development, project execution, and strategic initiatives.These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and
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