Customer Experience Strategy Jobs in Virginia (NOW HIRING)

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About the Team

In this role, you will join IBM's US Federal team to deliver secure, mission-critical technology solutions for government agencies. You'll work with federal, state, and local clients while developing specialized expertise in government compliance and security standards. This role offers unique career growth in a high-demand sector where your contributions directly impact public services and government missions.

Your role and responsibilities

As a Federal Associate Experience Consultant 2027, you'll work at the intersection of customer experience, business strategy, design, and technology, helping clients transform how they engage with customers and deliver meaningful experiences. You will support and lead Experience Strategy efforts through Insight, Idea, and Impact, uncovering customer insights, defining innovative customer experience strategies, and creating roadmaps that guide successful execution. Leveraging a human-centered approach and a growth mindset, you'll collaborate with multidisciplinary teams to identify opportunities for customer-centric innovation and drive measurable business outcomes.

Your primary responsibilities include:

• Support customer experience initiatives through research, data analysis, and insight development to better understand customer needs, behaviors, and pain points.
• Create customer-centered deliverables such as journey maps, personas, and experience recommendations that help improve customer outcomes and business value.
• Collaborate with cross-functional teams to contribute to ideation sessions, workshops, and experience transformation projects using IBM design thinking methodologies.
• Communicate research findings and customer insights to stakeholders, helping inform decision-making and promote customer-centric best practices.

These positions are anticipated to start in 2027.

Candidates must have the ability to obtain and maintain a Federal security clearance while in IBM Consulting-Federal.

To give yourself the best opportunity for success, we advise applying only to roles that align with your skills and experience, rather than applying broadly across all entry-level positions. You’ll receive a status update email for each application, so be sure to check your IBM Careers account regularly — it’s the best way to get a centralized view of which roles you have active applications against.

The below requirements are a guideline. If you have transferable skills we encourage you to apply to this role.

Required education

Bachelor's Degree

Preferred education

None

Required technical and professional expertise

Ability to gather and analyze customer feedback through interviews, surveys, and other research methods to understand user needs and behaviors.

Knowledge of design thinking principles and experience creating customer-centered deliverables such as journey maps, personas, and service blueprints.

Ability to synthesize qualitative and quantitative data, identify trends, and develop actionable recommendations.

Strong presentation, storytelling, workshop facilitation, and cross-functional collaboration skills to effectively communicate insights and support project objectives.

Willingness to travel up to 100%.

Preferred technical and professional experience

Exposure to customer experience (CX), service design, or experience strategy projects through academic, internship, or professional experience.

Familiarity with customer research, journey mapping, design thinking, and workshop facilitation techniques.

Experience working in collaborative, agile environments and communicating recommendations through presentations and storytelling (IBM Design Thinking Facilitation badge is a plus).

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IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being

- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs

- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law

- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals

- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

Federal Associate Experience Consultant 2027

Date posted

10-Aug-2026

Job ID

127721

City / Township / Village

Herndon

State / Province

Country

United States

Work arrangement

Onsite

Area of work

Consulting

Employment type

Regular

Contract type

Regular

Projected Minimum Salary per year

65,440.00

Projected Maximum Salary per year

98,160.00

Position type

Entry Level

Up to 100% or 5 days a week (home on weekends - based on project requirements)

Company

(0147) International Business Machines Corporation

Shift

General (daytime)

Is this role a commissionable/sales incentive based position?