Customer Experience Strategy & Business Transformation Lead

Tasks

• Strategic Consulting: Break down complex client problems with structured, hypothesis-driven thinking, and turn them into clear, decision-ready recommendations for C-level stakeholders
• Business Design & Transformation: Help clients make solutions work within their organization by designing the right operating models, processes and ways of working, identifying missing capabilities and supporting their development
• Business Value & Impact: Build ROI models and business cases that quantify and prioritize the value of experience investments, and champion them in front of decision-makers
• Practice Ownership: Define and evolve the practice's service portfolio, value proposition and quality standards, together with the CX Director and the Experience Design & Delivery Practice Lead
• Methods, IP & AI: Build frameworks, toolkits and reusable knowledge that make our consulting work scalable and repeatable, bring AI-augmented ways of working into the practice, and help our clients assess and grow their own AI maturity
• Research & Insight: Lead customer and business insight work, support solution insight, and build strategic partnerships with research providers
• Business Development: Play an active pre-sales role through presentations, discovery calls, pitches and RFP/RFI leadership. Grow the pipeline together with our Growth and Client Services leads
• Team Leadership: Hire, lead, coach and grow a team of Business Consultants. Set goals, give feedback, build career paths