Director - BCG Vantage, Customer Experience (CX)

Locations : Canary Wharf | Boston | Paris | Chicago | Madrid

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You\’ll Do

As a Director – Cusomter Experience, BCG Vantage on our Topic Activation path within BCG\’s Marketing, Sales, and Pricing (MSP) Practice Area, you will be a key contributor towards the strategic agenda for the Customer Experience sector. You will grow and deploy a team of 4+ Customer Experience Sector experts to provide value added support to the business and be responsible for team’s performance across all KPIs (case billability, quality, content creation, etc.). You will also take ownership for the team\’s development and career progression.

Additionally, you will directly contribute to cases, proposals, client workshops based upon your own extensive experience in the domain. You will support SATT & Conferences, presenting expertise in meetings & conferences.

BCG’s Customer Experience consulting team help clients to transform their business at scale, driving cost-effective growth and life-time value through omnichannel and digital strategies. As a Senior Manager – BCG Vantage you will partner with consulting leadership to bring to market new consulting offers and provide case teams with the latest insight and tools to drive client impact.

You’ll serve as thought partner and subject matter expert to case teams and consulting leaders, helping to structure and solve complex issues. This is a diverse role that will see you engaged on a variety of product marketing, sales enablement, and expert consulting assignments. You’ll conduct research to support offer development and go-to- market; build / deploy client diagnostics to scope customer experience innovations and improvements; and partner with consulting teams to contribute to proposals and client workshops.

Success in this role requires a blend of analytical and creative skills. You’ll need to be able to conduct quant and qual analyses to map customer journeys and assess the business impact of meeting customer needs.

You’ll also need to be adept at understanding market priorities and crafting product messaging to communicate our customer experience value proposition and impact. It also requires an entrepreneurial flair. With the advent of AI, customer experiences and expectations are evolving fast. So are our clients. You’ll need to keep ahead of the latest innovations and work to constantly evolve BCG’s CX perspectives, insights, and client diagnostics so that we can answer our clients’ toughest questions.

YOU\’RE GOOD AT

• Deep expertise in customer experiences across online and offline touchpoints
• Developing customer-centric strategies that drive growth, cost efficiency, and lifetime value
• Conducting quant / qual research to understand customer needs and pain points
• Mapping customer journeys, identifying \”moments of truth,\” & designing target experiences
• Scoping & implementing AI, automation, and digital solutions to transform customer engagement
• Building data-driven business cases to prioritize CX investments and innovations
• Communicating with clients and stakeholders, in a credible and confident way
• Working collaboratively and effectively in a group dynamic often virtual
• Proficient in agile ways of working
• Being flexible and bringing a curious and creative mindset
• Navigating complexity and ambiguity

What You\’ll Bring

• 7+ years of consulting experience required; candidates with consulting experience preferred
• In lieu of consulting experience, 8+ years minimum industry experience required; 12-14+ years of industry experience strongly preferred
• Bachelor\’s Degree required (advanced degree preferred)
• Fluency in English (must have)
• Experience in any of the following sectors: telecom, retail, banking, insurance, or travel (preferred)
• Strong business acumen and problem-solving capabilities
• Strong written and verbal communication skills

Who You\’ll Work With

As a Director – Customer Experience , BCG Vantage on our Topic Activation path , you will collaborate with global topic leads and colleagues across BCG to bring expertise and capabilities t o the ser vice of our internal and external clients. Our team is made up of a diverse pool of BCG Vantage positions that allow us to pursue exciting, innovative BCG Vantage careers.

Additional info

BCG Vantage is a powerhouse of expertise, seamlessly embedded within Practice Areas and markets to drive extraordinary impact. It equips BCG case teams and clients with cutting-edge expertise, proprietary assets, actionable data, and transformative insights that empower our case teams and enable our clients to achieve their aspirations.

With global experts across 20 Practices, covering more than 100 topics, sectors and offers, plus four focused geographic markets, BCG Vantage delivers unparalleled depth and breadth of insight & expertise.

BCG Vantage consists of three career paths, each playing a crucial role in delivering value to clients, case teams and practice teams.

• Client Focus (Embedded Expertise)
  • Integrates into client-facing teams to deliver direct client impact through expertise, know-how, and proprietary tools and assets
• Topic Activation (Sector Expertise with Proprietary Tool & Data Solutions)
  • Combines deep domain insights with our know-how and proprietary assets to address targeted challenges directly with clients and project teams; co-creates insights on industry trends and functional topics, proprietary data and tools, and teams to codify IP that all enables BCG to deliver excellent business value with its clients
• Research (Practice Topic and Sector-Aligned Research and Insights)
  • Delivers actionable research and insights tailored to the client project’s needs; works with qualitative and quantitative data, conducts research and provides synthesized results from sources including commercial data, public and open source, company and industry research, macro-economic, commodities and trade data

Total compensation for this role includes base salary, annual discretionary performance bonus, contributions to BCG’s Profit Sharing and Retirement Fund (PSRF), and a market leading benefits package described below.

We expect total annualized compensation for Chicago & Boston based employees to be approximately the following:

• Base salary of $174,100
• Annual discretionary performance bonus between 0-30%
• 5% Profit Sharing Retirement Fund (PSRF) contribution, increasing to 10% after two years of service. Contributions are vested immediately and there is no waiting period

At BCG, we are committed to offering a comprehensive benefit program that includes everything our employees and their families need to be well and live life to the fullest.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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