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.
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