CX Engagement Manager

Overview

My client is building out its Customer Experience Consulting team within its Banking, Financial Services, and Insurance Management Consulting practice. We are looking for entrepreneurial CX consultants who love a challenge and thrive in a fast-growing global organization.

This role offers a large degree of personal autonomy and requires very strong collaborative skills to succeed. You will be working with embedded account teams that need guidance and leadership in CX for the Banking, Financial Services, and Insurance industry.

• The solution, plan, and deliver CX consulting engagements
• Provide CRM and analytics technology expertise
• Lead Design Thinking / solutioning workshops
• Develop recommendations and proposals
• Project and delivery management
• Work with a diverse set of client and internal stakeholders
• Work both on-site and off-site
• Lead mid-sized sales effort and support large ones

• Will directly supervise and manage people on project teams
• Will coach consultants reporting to them

• Plan and estimate project staffing and costs
• Accountable for project success and profitability
• Develop thought leadership and internal offerings

• Has a track record of solutioning, managing and delivering engagements
• Ability to prepare and present compelling proposals
• Ability to manage mid-size projects
• Is familiar with Design Thinking and Agile
• Understands business strategy as it relates to analytics, customer experience, digital marketing, etc.
• Understands CRM, analytics, and marketing technology platforms and can define solutions based on them
• Ability to relate to and engage with clients
• Ability to articulate complex business and technology ideas in a compelling manner
• Ability to lead client workshops, and ideally are familiar with Design Thinking
• Understanding of digital and interactive experience
• Familiar with financial services consulting and digital agency ways of doing business
• Ability to collaborate with virtual and physical teams
• Enjoys intellectual and client challenges

• 8+ years of experience in CRM and/or CX strategy design and implementation/delivery
• 8+ years in consulting or a digital agency
• Excellent communication skills (written, visual (PPT) and spoken)
• Familiarity with AI technologies
• Familiarity with CRM / Analytics - Salesforce, Adobe, etc.
• Ability to lead client discussions
• Master of Business Administration (MBA) is highly desirable
• Fluency in written and spoken English is a requirement, additional languages is desirable
• Willingness to travel 50 - 75%

• Willingness to travel 75%

• Negotiating, client facing, communication, assertive, team leading/team member skills, supportive. Excellent communication and collaboration skills
• Highly articulate verbally, in writing and in Power Point
• Technically savvy with good relationship building skills
• Excellent interpersonal skills
• Intellectual curiosity (thought leader / product developer)
• Self starter and ambitious
• Able to manage ambiguity
• Flexible

All offers of employment extended to applicants will be conditional and will require, among other things, that the recipient of the offer of employment submit proof that s/he is fully vaccinated at that time or will submit such proof prior to determining a start date. Individuals with medical issues or sincere religious beliefs that prevent them from getting the vaccine may request an exemption from the vaccine requirement.

To the extent State legislation or executive action purports to limit ability to require vaccination for individuals who object on a basis other than medical issues or sincere religious beliefs, individual requests for an exception to generally applicable vaccination policy pursuant to relevant State regulation will be evaluated on a case‑by‑case basis. Individuals who receive an exemption from vaccination for any reason may be required to comply with other Covid precautions.