Customer Experience Transformation Manager

Role Overview

We are looking for a Customer Experience Transformation Manager to lead CX and customer transformation engagements end to end – from shaping the opportunity and winning the work, to running delivery and growing the client relationship.

What You Will Do

You will lead work across customer strategy, journey and service design, service operations, CRM, conversational AI and customer operating models, mainly for clients in banking, insurance, energy, telecoms and other regulated or operationally complex sectors.

Why It Might Be a Fit

You will demonstrate and develop your ability to own engagement delivery end to end, define solution approach, scope, staffing, effort estimates and commercial input, including the technology view, and lead diagnostics, customer research, journey mapping, service blueprinting and target operating model design.

Requirements

• 5+ years of experience in management consulting, CX or customer transformation, with at least 2 years leading client engagements or major workstreams
• Proven track record in business development: proposals you wrote, shaped or led, and work you helped win
• Meaningful experience on customer-facing technology programs, on the business side, the IT side or both
• Deep hands-on experience in several of the following areas: CX strategy, customer journey mapping and service design, contact center, service operations and channel strategy, CRM platforms, contact center/CCaaS, IVR or conversational AI platforms, customer operating model and governance design
• Experience in banking, insurance, energy or telecoms is strongly preferred
• Strong executive presence and the ability to lead C-level and senior management conversations
• Strong understanding of enterprise IT: application landscapes, integration patterns and APIs, data, cloud and SaaS delivery – enough to work credibly with architects and vendors without being a developer
• Structured thinker and storyteller, with excellent presentation and written skills
• Commercial awareness: scoping, estimating and managing engagements against budget
• Experience in leading and developing consulting teams
• Excellent written and verbal communication in English
• Military obligations fulfilled, where applicable

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Life insurance
• Retirement plan
• Paid time off
• Wellness programs
• Professional development opportunities