CXI Consultant

The Opportunity

Glassbox is seeking a Customer Experience Insight Consultant to support our largest U.S. enterprise customers—primarily major financial institutions and digitally mature organizations. This consultative role focuses on enabling customers to fully leverage the Glassbox platform through expert guidance, insight delivery, best‑practice training, and hands‑on instrumentation support. You will act as a trusted advisor, helping organizations shape their analytics approach, implement effective instrumentation, and translate digital behavior data into meaningful business outcomes.

You will work closely with senior stakeholders, power users, and cross‑functional teams to strengthen adoption, elevate analytical maturity, and ensure customers are equipped to drive continuous improvement across their digital journeys. The ideal candidate brings analytical depth, strategic thinking, and experience across both the banking sector and the digital experience analytics industry.

What You Will Do?

Consulting & Insight Delivery

• Analyze customer data to uncover actionable insights that drive measurable business impact.
• Deliver training, workshops, and enablement sessions to build customer capability and confidence.
• Present insights and strategic recommendations to senior and executive stakeholders with clarity and influence.
• Define KPIs, measurement frameworks, and value narratives aligned to customer objectives.

Instrumentation & Technical Enablement

• Lead and execute instrumentation of the Glassbox console for customers, ensuring accurate, scalable, and business‑aligned data capture.
• Translate customer requirements into clear tagging and instrumentation plans, advising on best practices and long‑term maintainability.
• Use technical knowledge (regex, HTML, and basic coding concepts) to understand customer implementations, support instrumentation decisions, and enhance analytical depth.
• Collaborate with internal teams to ensure customers receive cohesive, high‑quality support throughout their analytics journey.

Strategic Advisory & Customer Partnership

• Build strong relationships across digital, product, UX, analytics, and operations teams.
• Guide customers on how to embed insights into their workflows, decision‑making processes, and operational rhythms.
• Support renewal and expansion efforts by demonstrating value, identifying new use cases, and strengthening customer advocacy.
• Partner with internal teams to ensure alignment, smooth delivery, and a unified customer experience.

What You Will Need?

• 5+ years of experience in digital experience analytics, customer insights, or related data‑driven consulting roles.
• Strong understanding of the banking industry and digital experience analytics landscape.
• A minimum of 2 years experience of using Glassbox or similar DXA tools to analyse data, find struggles and deliver actionable insights.
• Proven experience in utilising DXA tools to create UX optimisation reports and providing actionable optimisation recommendations.
• Proven track record in calculating optimization ROI.
• Confident presenter with strong storytelling and communication skills.
• Skilled at building relationships with senior stakeholders and cross‑functional teams.
• Technical aptitude including regex, HTML, and basic coding concepts.
• Bachelor’s degree or equivalent experience.

Preferred

• Analytical, structured, and able to distill complexity into clear narratives.
• Comfortable engaging executives, analysts, and technical teams with equal confidence.
• Proactive, resourceful, and able to maintain momentum in dynamic enterprise environments.
• Strong collaborator who builds trust and influences without authority.
• Strategic thinker with a hands‑on approach to insight delivery and customer enablement.
• Operates with ownership, follow‑through, and a commitment to measurable outcomes.