SVP, Client Services

Walker Overview

Walker is a full-service Experience Management (XM) firm—tech-driven, people-powered and built for change. We’re all-around XM experts: a blend of technical and organizational specialists who help businesses thrive.

We help leading brands turn data into direction, align teams around what matters most and make change make sense. From customer loyalty to employee engagement to patient satisfaction, we’re experts at helping organizations act on experience.

Headquartered in Indianapolis, we offer on-site, hybrid and remote opportunities across the continental U.S., in any state where we operate. Walker is intentional about building an inclusive workplace where everyone feels valued and free to be their authentic selves. Because great experiences start from the inside out.

Walker is looking for our next SVP, Client Services (BU Lead), to help scale our organization to the next phase of growth. The BU Lead is a high-impact executive leadership role responsible for full ownership of the strategy, performance, and operations of a core business unit spanning our Financial Services & Insurance + Locations verticals, with an incredible book of Fortune 500 clients.

This is a general management position with P&L accountability for roughly one-third of the company’s revenue base. This is an exciting opportunity to take a high-end small consulting business and capitalize on a massive market opportunity over the next 2-3 years.

This role is a hybrid between an executive Sales and Operations leader charged with aggressively growing top-line revenue, managing margin and delivery, and building an accountable, high-performance team. The BU Lead is expected to operate with an “owner mindset,” giving the President full confidence that the unit is being led with strategic clarity, operational rigor, and strong culture.

• Own and deliver the BU’s annual Sales, Revenue, and Operating Income targets.
• Set the strategic direction of the FSIL verticals, identifying high-growth segments, service innovations, and expansion opportunities.
• Develop quarterly business plans, forecasts, and reporting cadences to ensure proactive course correction and deliver forecast accuracy within +/- 5% of target within 2 years.

• Own the commercial strategy – enabling sales, channel/partner growth, exec sponsor for major pursuits, influencing pricing strategy, and ensuring pipeline health – ultimately delivering on new and existing business sales targets.
• Collaborate with Marketing to sharpen go-to-market messaging, campaigns, and partner positioning in FSIL verticals.

• Translate strategic goals into actionable delivery plans that scale with client demand and margin expectations.
• Own project resourcing to ensure client delivery is on-time, high-quality, and profitable – partnering with project managers, client leads, and technical consultants.
• Manage operating budgets, gross margin performance, pricing, and target utilization with discipline.
• Partner closely with Executives in HR, Finance, and Sales Ops on proactive workforce planning, resourcing, and hiring strategies.

• Lead and inspire a team of 20-30 US-based managers, consultants, and specialists—setting a high bar for performance and accountability.
• Coach and grow future leaders from within the unit; make the tough calls when necessary to protect the standard.
• Collaborate with the Chief People Officer to ensure hiring, onboarding, and performance management align with company values and growth goals.

• Model company values and leadership standards in every interaction— with staff, peers, clients, and partners.
• Contribute actively to enterprise-level decisions and strategy as a key member of the Executive Team.
• Support the President and peer BU Leads in driving a unified, resilient culture across business units.

• 10+ years of experience in professional services, consulting, or other B2B services industries with a clear track record of revenue and P&L accountability.
• 5+ years in a…