Find Jobs
Sr. Manager Customer Experience Innovation and Consulting
Chicago, Illinois
Contract Position
It appears that you have already applied to this job.
Applied on April 16, 2021
Job Id #46702 Posted April 5, 2021

Remote  and work EST hours.

We are searching for a Senior Manager of Customer Experience Innovation & Consulting to join our team to design and lead strategy engagements that lead to innovative and connected offerings for our clients and their customers. This role will participate in all phases of strategy, from context framing to the development of roadmaps and design, and ongoing consultation.


Your Impact:

Cultivate and grow client business; drive thought leadership and be the champion for customer insights and strategy with clients and internal teams

Provide senior-level consulting, planning, and leadership of experience strategy projects

Articulate and frame a client’s business problem and the business value of recommendations, initiatives, solutions and/or phases of a strategic roadmap

Define the value web/ecosystem which best frames client problems and opportunities from the perspective of customers/partners

Leverage a breadth of experience in business strategy, customer insight, market insight, product and/or service design and technology into actionable experience strategy and execution that will delight and serve customers

Advocate customers and the "experience" in conversations with cross-disciplinary teams, company leaders and analysts to grow the influence of experience thinking

Participate in developing new business, identify organic growth opportunities within projects and existing client relationships

Synthesize information quickly, and apply this deftly through a combination of wisdom, foresight, and experience

Facilitate meetings, working sessions and workshops with sensitivity to client and team needs

Ability to show the traceability and clear shaping of observations into actionable insights and implications for our clients

Adaptability to lead strategic engagements that involve shaping a customer experience strategy through the deep analysis and understanding of generative research as well as ‘lean’ or hypothesis led approaches that use the principles of design thinking to build strategies through continuous prototyping and refinement of a value proposition

Manage key tracks of work (including other individuals) in accordance with established budget, work plans and quality standards while demonstrating measurable value and ROI and satisfaction for the client

Collaborate with clients and internal partners to generate ideas, products and strategies that utilize innovative technology, emerging channels-web, mobile, chat, kiosk, etc. - to compliment traditional channels

Contribute to thought leadership internally within the global Strategy & Consulting capability


Your Skills & Experience:

Education: Bachelor’s degree required, or equivalent military experience. Master’s degree in marketing, business, social science or other relevant graduate degree is preferred

10+ years of account and strategy experience with deep digital focus and expertise; 6+ years of leadership experience

Experience working with global Tier 1 brands and clients across different categories

Experience in Travel & Hospitality, either at a leading agency or consulting firm

Led diverse teams of 5 or more people in dynamic and fast-paced and globally diverse environments

Expertise in disciplines of Digital strategy; research a plus

Highly proficient at experience modeling techniques; mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business

Ability to inspire innovation and great work; oversee project implementation. Adopt a variety of approaches from ‘design-thinking’ to ‘lean-startup’ or ‘hunt-based’ methods.

Comfortable working with creative colleagues to explore concepts and steward the clear direction of ‘experience prototypes’ to both learn via customer validation research and to inform the prioritization of a roadmap or Minimal Viable Product.

Comfortable working with technology concepts to ensure ideas and strategic thinking is executed in a meaningful way to deliver value, understanding and depth in engineering required with proven ability to handle large-scale, complex systems projects

Must be able to articulate strategies and thinking clearly through exceptional oral and written communication skills; good presenter and great listener

Successful record of developing relationships with clients, colleagues and partners

Successful record of contributing to business development and revenue generation

A self-starter with an entrepreneurial spirit with vision and leadership to help facilitate change within a team and the industry



Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

Upload Your Resume

We accept .DOC, .DOCX, .PDF up to 10 MB.

We do not accept scanned documents, images, or resumes containing images and/or icons.

Password must contain:
  • minimum 10 characters

  • 1 uppercase letter

  • 1 lowercase letter

  • 1 numeric character

  • 1 special character (such as !, %, @, #)

  • Passwords match


What is your gender?

What is your ethnicity? Select all that apply

What is your Veteran / U.S. Military Status?

Do you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such am impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


You have saved your first job! To see all your Saved Jobs, click here. Or continue scrolling through jobs and bookmark openings that catch your eye and apply for those jobs later.

Return to Job Search

We’re sorry!

There are currently no open positions in your location or accepting applications from out of the country

Return to Home
Cookies help us improve your website experience.
By using our website, you agree to our use of cookies.