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Sr. Manager Customer Experience and Innovation
Chicago, Illinois  |  Remote
Contract Position
It appears that you have already applied to this job.
Applied on January 22, 2022
Job Id #53310 Posted January 13, 2022

Remote in the US - CST Preferred


As a Senior Manager, Customer Experience & Innovation (CX&I) Consulting, you will sell, shape and support digital business transformation (DBT) strategy engagements that lead to innovative and connected offerings for our clients and their customers. You will participate in all phases of strategy, either for an enterprise or specific to a product or service.


Your Impact:

  • Provide senior-level consulting, planning, and leadership of DBT strategy, new product innovation, and service design journey reinvention projects
  • Participate in all phases of strategy, from context framing to value proposition development, the definition of roadmaps and design, and ongoing consultation
  • Articulate and frame a client’s customer and business problems, and the mutual value of recommendations, initiatives, solutions and phases of a strategic roadmap
  • Leverage a breadth of experience in customer insight, market insight, business strategy, product and service design thinking and technology into actionable strategy and execution that will delight and serve customers
  • Advocate for customers and b2b colleagues and the “experience” in conversations with cross-disciplinary teams, company leaders and analysts to grow the influence of experience thinking
  • Lead point of view development in net new business, identify organic growth opportunities within projects and existing client relationships
  • Synthesize information quickly, and apply this deftly through a combination of foresight, experience, and agility
  • Facilitate high stakes meetings, working sessions and workshops with sensitivity to client and team needs
  • Trace and clearly shape data and observations into actionable insights, implications, and initiatives for our clients
  • 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
  • Devise and manage projects and key tracks of work (including other individuals) in accordance with established budget, work plans and quality standards while demonstrating measurable value and satisfaction for the client
  • Collaborate with clients and internal partners to generate ideas, products and strategies that utilize innovative technology and emerging channels–web, mobile, social, chat, kiosk, etc. – to complement traditional modes of service
  • Contribute to thought leadership internally in the form of practice development with the global Strategy & Consulting capability group; participate in the development and ongoing improvement of industry propositions and capability services through industry presentations and publishing


Your Skills & Experience:

  • Experience working with global Tier 1 brands and clients across different categories in a relevant role including: experience strategist, service designer, innovations strategist, digital strategist, experience research, etc.
  • Demonstrated experience in DBT strategy; customer journey transformation; agile-at-scale concepts, new proposition, product, service and business model innovation; customer value management; innovation capability building
  • Extensive knowledge of, and experience with, a range of user experience methods and tools including:
  • Experience modeling and blueprinting
  • Customer type creation
  • Prioritization frameworks
  • Roadmap development
  • Highly proficient at experience modeling techniques and/or service design; mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business
  • Expertise in analysis of research (and research findings) and their application to strategy development and briefing
  • Led diverse teams of 5 or more people in dynamic and globally diverse environments with an ability to inspire innovation and great work
  • Comfortable working with a range of disciplines–design, management consulting, technology, product, etc.–from strategy definition to implementation
  • Proven ability to handle large-scale, complex systems problems
  • Must be able to articulate strategies, concepts, initiatives, and roadmaps clearly through exceptional oral and written communication skills; good presenter and great listener
  • Successful record of developing relationships with clients, colleagues and partners
  • A self-starter with an entrepreneurial spirit with vision and leadership to help facilitate change within a team and the industry
  • Ability for light travel post COVID for client meetings



Set Yourself Apart With:

  • Customer research fluency
  • Deep experience in one or more of Financial Services, Energy, Retail, Transportation, Health, Hospitality




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.


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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 an impairment or medical condition.

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


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