Strategic Advisor, Customer Experience

At Aite-Novarica, the quality of our research, insights, and advice is driven by our core values: independence, objectivity, curiosity, and integrity. Our goal is to be a trusted advisor to our clients by using our data, experience, and proven best practices to help them make better, faster, and more lasting decisions.  

Aite-Novarica Group is launching a cross-industry insights and advisory practice focused on customer experience (CX). This practice will conduct research and generate insights designed to empower our clients with the tools and methodologies they need to understand what their customers are doing, what they are thinking, and what they are experiencing. In addition to our research reports, the practice will develop frameworks, benchmarks, competitive studies, vendor research, survey templates, customer journeys, sample personas, and market research. As a secondary focus of the practice, we will be providing consulting services to our clients around understanding and improving CX. These services might focus on behavioral analytics, voice of customer, or custom industry research.

As a senior role at Aite-Novarica Group, the Strategic Advisor will support the initiatives of the CX practice and will assume primary responsibility for conducting research and delivering consulting to our clients. The ideal candidate will be self-motivated and used to working independently. Strategic Advisors may travel to client sites and industry events approximately 30% to 40% of the time in the future. Currently, all work is executed and delivered remotely. 

Strategic Advisors are expected to excel in the following areas:

  • Be highly self-motivated, able to independently carry out primary research (interview-based, survey, and desk research), and have experience producing conceptual diagrams and presenting statistical information in a logical format
  • Have written and oral communication skills—writing is a large part of the job, so being able to produce balanced content in a cohesive and comprehensive manner is important
  • Have quantitative analysis skills that can be applied to behavioral analytics data and survey research
  • Have strong time management skills, as advisors are always working on more than one project at a given time.
  • Have an entrepreneurial or startup mentality, as this will be a new practice for Aite-Novarica Group
  • Have enthusiasm for developing existing and new areas of research as well as responding to market developments that impact the buy-side community and its technology requirements

Key responsibilities include:

  • Providing direct consultation to senior executives and their teams on complex CX-related or technology-related issues
  • Leading workshop sessions on general trends and best practices in key product lines, or deep dives on specific strategic issues
  • Participating in client and industry speaking events to extend Aite-Novarica Group’s reach and develop new potential client relationships
  • Contributing to our library of published information, including best practices and benchmarking reports
  • Generating and conducting paid client engagements to support the retention of clients and expansion of strategic relationships
  • Assisting with recruiting and team development, as needed
  • Delivering strategic consulting projects to help key customers define and implement their CX strategy
  • Behaving in a professional and exemplary manner to reinforce and advance Aite-Novarica Group’s positive culture, market positioning, and industry reputation

Desired qualifications follow:

  • Minimum of eight years of experience in the insurance or financial services industry; alternatively, eight years of experience in consulting with a focus on those industries
  • Demonstrated expertise and leadership in CX-related disciplines, including digital analytics, voice of customer, service center management or operations, experience design, customer journey mapping, customer segmentation or persona development, digital marketing, or market/consumer research
  • Demonstrated ability to advise senior-level executives on complex business, technology, and CX problems and issues
  • Proven experience developing business strategy and leading transformation initiatives
  • Superior communication and analytical skills
  • Familiarity with digital analytics and/or voice of customer tools (e.g., Google Analytics or SurveyMonkey)
  • Good understanding of the vendor landscape for CX technology or marketing technology

To apply, please send resume and cover letter to [email protected].

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