Summary
Group Manager, CX Strategy & Consulting
Description
About Us & The Role
Are you passionate about understanding what customers truly need and designing experiences that delight them? Do you have the desire to be part of a company whose vision is to continuously be the greatest customer engagement services company in the world? Do you want to be part of a company that is rich in Diversity and Talent? Then we have the perfect role for you!
At Concentrix Catalyst, we create exceptional customer engagement, accelerate digital transformation, and deliver actionable customer experience (CX) improvements. We focus on tapping into sentiment and building an emotional connection that keeps customers fanatical about our clients’ brands.
Concentrix Catalyst is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive companies from around the world to future-proof their business and stay ahead of the competition and evolving customer expectations.
Concentrix Catalyst is searching for a talented CX Strategy & Consulting Group Manager to lead one or more consulting teams through customer experience transformation projects for large clients. You will manage multiple projects concurrently, while proactively identifying real-time business needs and providing insights for quick wins. You’ll guide your teams to develop customer-centric insights and strategic recommendations that drive measurable business impact.
This role requires a strategic thinker with extensive consulting expertise. You’ll have deep customer empathy and experience developing journeys that improve customer interactions and build brand reputation and equity. You will demonstrate a high level of creativity, independent initiative, attention to detail, and advanced analytic skills. You must be self-sufficient, self-motivated, comfortable working in ambiguous situations, and have the leadership aptitude to inspire excellence in others. This role requires strong organizational, multitasking and planning skills as well as a high commitment to quality and outstanding internal and external stakeholder management.
Essential Functions/Core Responsibilities
- Customer Experience Strategy & Insights
- Serve clients across a range of industries to drive impactful business value through improved customer journeys and better customer experiences
- Map and analyze end-to-end customer journeys across all touchpoints to identify friction points, moments of truth, and opportunity areas
- Combine behavioral data, feedback metrics (NPS, CSAT, CES), and qualitative insights to understand the "why" behind customer actions
- Analyze external market dynamics, competitive customer experiences, and emerging CX trends to develop strategic recommendations
- Apply design thinking and human-centered design methodologies to create innovative customer experience solutions
- Develop customer experience strategies and roadmaps with calculated ROI/impact expectations and risk scenarios
- Client Consulting & Delivery
- Build trusted client relationships through proactive account management and exceptional project delivery
- Lead 1-2 client engagements concurrently, or a single client account with multiple embedded work streams
- Serve as the subject matter expert (SME) responsible for overall consulting project delivery
- Develop consulting approach, document deliverables and manage timelines for client engagements
- Build compelling business cases that balance customer value with operational feasibility
- Lead internal and client-facing presentations to provide CX thought leadership, strategic findings, and recommended experience improvements
- Manage consulting contract, timeline, budget and all deliverables for client projects
- Partner cross-functionally to translate customer needs into actionable business solutions
- Influence clients to invest in customer experience improvements through compelling business cases
- Team Leadership & Development
- Lead a high-performing consulting team to deliver quality customer insights, thought leadership, and clear data-driven recommendations
- Oversee and perform day-to-day people management of multiple direct/indirect reports
- Teach others how to derive customer insights that are not obvious, recognize account growth opportunities, and have a solid business case for success
- Coach team members on consulting excellence, customer empathy, and strategic thinking
- Lead team in ambiguous situations and unstructured client environments
- Practice Building & Business Development
- Support CX consulting business development and provide expertise in customer experience strategy, journey design, and VOC analytics
- Participate in practice building activities including recruiting, developing pre-sales marketing materials, and creating CX thought leadership content
- Stay current on emerging CX trends, methodologies, and industry best practices
Required Experience & Expertise
- Minimum 8 years' experience in customer experience consulting, CX strategy, customer insights, or management consulting with CX focus
- Proven ability to use Voice of Customer (VOC) methodologies including surveys, interviews, ethnographic research, and sentiment analysis
- Experience with CX metrics (NPS, CSAT, CES) and translating them into actionable strategic recommendations
- Solid understanding of how customers interact across channels and touchpoints, with ability to identify friction points and opportunity areas
- Demonstrated ability to plan and manage the work of consulting team members and consistently deliver high-quality stakeholder deliverables
- Proven track record leading teams through complex, ambiguous situations
- Advanced analytical and quantitative skills with ability to work with multiple large data sources
- Ability to effectively structure customer problems, design solutions, and influence stakeholders
- Experience developing key consulting deliverables: customer journey maps, ROI analysis, strategic assessments, experience design recommendations, business cases, communications
- Ability to work with large data sets and combine quantitative analysis with qualitative customer insights
- Advanced knowledge of customer journey mapping and experience design methodologies
- Knowledge of data analysis methodologies; familiarity with process improvement frameworks (Six Sigma, Lean)
- Advanced proficiency with Microsoft Office applications, especially Excel and PowerPoint
- Experience with customer journey mapping tools (Smaply, Miro, Lucidchart) preferred
- Excellent written communication skills and oral presentation skills
- Strong interpersonal communication skills and ability to work well in cross-functional teams
- Ability to present complex customer insights and strategies to senior executives
- Consulting presence with ability to influence and build trusted advisor relationships
