Manager Customer Experience

Role Overview We are looking for a Manager “Customer Experience & Innovation Consultant” to join our team to sell, shape and support digital business transformation (DBT), or service and product strategy engagements that lead to innovative and connected offerings for our clients and their customers. This role will participate in all phases of strategy either for an enterprise or specific to a product or service from context framing to value proposition development, the definition of roadmaps and design, and ongoing consultation. What Success Will Look Like For You
• Strategy & Problem Framing: Articulate and frame a client’s customer and business problems, and the mutual value of recommendations, initiatives, solutions and phases of a strategic roadmap.
• Service Design & Execution: Leverage a breadth of experience in product innovation, service design thinking and customer research, supported by business strategy and technology into integrated and actionable strategy and execution that will delight and serve customers, bridging strategy concepts to designed products and services.
• Innovation & Emerging Channels: Collaborate with clients and internal partners to generate strategies and value propositions that utilize innovative technology and emerging channels web, mobile, social, chat, voice, kiosk, etc. to compliment traditional modes of service.
• Data & CRM Strategy: Shape data and CRM strategies that turn customer data into personalized, connected experiences, defining how data, segmentation, and CRM capabilities drive customer engagement, loyalty, and measurable business value.
• Insights & Agility: Synthesize information quickly, and apply this deftly through a combination of foresight, experience, and agility. Show the traceability and clear shaping of research, data and observations into actionable insights, implications, and initiatives for our clients.
• Project & Budget Management: Help to plan, estimate, and manage a track of work (including other individuals) in accordance with budget, deliverables and quality standards while demonstrating measurable value and satisfaction for the client.
• Business Growth: Help to grow the business—both in the strategy capability and in support of our industry go-to-market teams, being the champion for customer, market, and technology insights and strategy with clients and internal teams.
• Leadership & Facilitation: Facilitate meetings and workshops with sensitivity to client and team needs. As part of career growth, supervise and nurture junior team members.
• Thought Leadership: As part of career growth, contribute to thought leadership internally in the form of practice development with the global Strategy & Consulting capability group. Recommended Qualifications
•

Experience:
5–8+ years of experience in Business Consulting, Customer Experience (CX) Strategy, Service Design, or Digital Transformation.
• Leadership: Proven experience in a Manager capacity, overseeing multidisciplinary teams and interacting directly with C-Level stakeholders.
• Technical Acumen: Strong understanding of CRM architectures, data ecosystems, and emerging digital touchpoints.
• Practical

Skills:
Hands-on experience facilitating Design Thinking workshops, conducting user research, and defining actionable roadmaps.
• Communication: Exceptional verbal and written communication skills to effectively synthesize complex information and present strategies.