Consultant - Experience

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.

Summary Description

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.

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 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.

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.

Who 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 Function

Knowledge/Skills/Abilities 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 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 deliverables

Guide and mentor junior team members in project execution.

Shape the client strategy.

Put forward product enhancements based on client need

Experience/Credentials:

5+ years of consulting, digital strategy, user experience or customer experience preferably in a digital/social media company serving government or at a government agency.

Proficient in core CX skills, ie. human-centered design, journey mapping, persona development, content strategy, quantitative and qualitative research methodologies, etc. ideally supporting a government client

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 thing

Solid 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 efforts

Strategic 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 relationships

Ability to be flexible in a changing work environment and to work well under pressure

Consistently 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 digital

Thrive 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 Info

This 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 skills required of employees assigned to this job.

This role is typically performed on a computer using Zoom or Teams. Individual will be on camera throughout the day engaging with other employees. The role is typically performed indoors within a home office environment. This role is typically performed while sitting or standing at a desk. The individual will occasionally lift light objects

Security Requirement:
Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

EEO Statement:

We are an EEO Employer. It has been and will continue to be a fundamental policy of Granicus not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status or any other characteristic prohibited by federal, state and/or local laws.

Don't have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don't meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include - Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions - Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place - quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

Flexibility & Balance

• Flexible Time Off - Take the time you need to rest, recharge, and live your life.
  
• Company-Wide Wellbeing Days - Paid days off to unplug and focus on your mental health.
  
• Work From Home Reimbursement - Support a productive home office environment.

• Multiple Health Plan Options - Including a 100% employer-paid plan.
  
• Employer HSA Contributions - When enrolled in a High-Deductible Health Plan.
  
• Fitness Reimbursement Program - Stay active, your way.
  
• On-Demand Mental Health Support - Access to Headspace and other wellness tools.

• Paid Parental Leave - For both birthing and non-birthing parents.
  
• Traditional & Roth 401(k) - With a generous company match.
  
• Life & AD&D Insurance - 100% employer-paid coverage for peace of mind.

• Online Learning Platforms - Fuel your professional development.
  
• Competitive Salary & Bonuses - Your contributions are valued and rewarded.