Vice President, Client Services (Public Sector)

Description

Walker Overview:

Walker is a full-service Experience Management (XM) firm—tech-driven, people-powered and built for change. We’re all-around XM experts: a blend of technical and organizational specialists who help businesses thrive.

We help leading brands turn data into direction, align teams around what matters most and make change make sense. From customer loyalty to employee engagement to patient satisfaction, we’re experts at helping organizations act on experience.

Headquartered in Indianapolis, we offer on-site, hybrid and remote opportunities across the continental U.S., in any state where we operate. Walker is intentional about building an inclusive workplace where everyone feels valued and free to be their authentic selves. Because great experiences start from the inside out.

POSITION SUMMARY:

The Senior Consultant will lead and expand Experience Management (XM) engagements for State, Local, and Federal government clients. This role requires strong expertise in enterprise SaaS platforms— preferably Qualtrics —and deep experience guiding public sector organizations through XM strategy, governance, change management, and measurable ROI.

Beyond client delivery, this individual will play a key leadership role within Walker’s Public Sector business unit. The Senior Consultant will serve as a thought leader, help shape vertical strategy and go-to-market efforts, mentor team members, and participate in Walker’s quarterly strategy workshops as part of a cross-functional leadership group.

RESPONSIBILITIES:

•    Lead and manage large-scale XM consulting engagements for government agencies, including strategy, governance, change management, and measurement.
•    Serve as a trusted advisor to senior government stakeholders and guide them through the design, implementation, and optimization of XM programs.
•    Develop comprehensive XM roadmaps that include program vision, stakeholder alignment, journey mapping, measurement strategies, and closed-loop feedback processes.
•    Collaborate with clients to identify business challenges, define requirements, and translate them into actionable, scalable XM solutions.
•    Facilitate workshops, training sessions, and change management initiatives to ensure successful adoption and sustained program impact.
•    Monitor and report on program performance, customer insights, and business outcomes using analytics and data visualization tools.
•    Support growth of the Public Sector portfolio by identifying new opportunities and contributing to business development activities.
•    Partner with internal delivery teams and external technology vendors to ensure seamless integration and high-quality XM solution delivery.
•    Prepare and present proposals, executive summaries, and strategic recommendations to various stakeholder audiences.
•    Other duties as assigned.

EDUCATION/EXPERIENCE:

•    Bachelor’s degree in Public Administration, Political Science, Business, or a related field preferred.
•    5 years of professional experience working within government agencies (State, Local, or Federal) or supporting public sector clients.
•    Proven experience driving XM strategy, implementation, and organizational change in public sector environments.
•    Familiarity with enterprise SaaS platforms such as Qualtrics (preferred) or similar XM/feedback technologies.
•    Experience collaborating with technology or SaaS partners on joint strategy and solution alignment.

KNOWLEDGE/SKILLS/ABILITIES:

•    Deep understanding of government operations, decision-making processes, and stakeholder engagement.
•    Expertise in Experience Management (XM) methodologies, governance, and best practices.
•    Working knowledge of the Qualtrics platform and its application within public sector programs.
•    Awareness of compliance, data governance, and security standards relevant to government agencies.
•    Strong strategic thinking, including ability to shape program direction and propose go-to-market approaches.
•    Excellent relationship-building, consultative communication, and executive-level presentation skills.
•    Strong analytical capability to interpret data, identify insights, and guide decisions.
•    Highly driven, innovative, and adaptable in a fast-paced, evolving environment.
•    Ability to travel to client sites approximately once per month.

Walker is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Qualifications

EDUCATION/EXPERIENCE:

• Bachelor’s degree in Public Administration, Political Science, Business, or a related field preferred.
• 5 years of professional experience working within government agencies (State, Local, or Federal) or supporting public sector clients.
• Proven experience driving XM strategy, implementation, and organizational change in public sector environments.
• Familiarity with enterprise SaaS platforms such as Qualtrics (preferred) or similar XM/feedback technologies.
• Experience collaborating with technology or SaaS partners on joint strategy and solution alignment.

KNOWLEDGE/SKILLS/ABILITIES:

• Deep understanding of government operations, decision-making processes, and stakeholder engagement.
• Expertise in Experience Management (XM) methodologies, governance, and best practices.
• Working knowledge of the Qualtrics platform and its application within public sector programs.
• Awareness of compliance, data governance, and security standards relevant to government agencies.
• Strong strategic thinking, including ability to shape program direction and propose go-to-market approaches.
• Excellent relationship-building, consultative communication, and executive-level presentation skills.
• Strong analytical capability to interpret data, identify insights, and guide decisions.
• Highly driven, innovative, and adaptable in a fast-paced, evolving environment.
• Ability to travel to client sites approximately once per month.