Manager “Customer Experience & Innovation Consultant”

Job Overview

MPS Group is looking for a Manager “Customer Experience & Innovation Consultant” to join our team to sell, shape and support digital business transformation (DBT), or service and product strategy engagements that lead to innovative and connected offerings for our clients and their customers. This role will participate in all phases of strategy–either for an enterprise or specific to a product or service–from context framing to value proposition development, the definition of roadmaps and design, and ongoing consultation.

What success will look like for you:

• Articulate and frame a client’s customer and business problems, and the mutual value of recommendations, initiatives, solutions and phases of a strategic roadmap
• Leverage a breadth of experience in product innovation, service design thinking and customer research, supported by business strategy and technology into integrated and actionable strategy and execution that will delight and serve customers, bridging strategy concepts to designed products and services
• Collaborate with clients and internal partners to generate strategies and value propositions that utilize innovative technology and emerging channels–web, mobile, social, chat, voice, kiosk, etc. – to compliment traditional modes of service
• Synthesize information quickly, and apply this deftly through a combination of foresight, experience, and agility
• Facilitate meetings and workshops with sensitivity to client and team needs
• Ability to show the traceability and clear shaping of research, data and observations into actionable insights, implications, and initiatives for our clients
• Shape data and CRM strategies that turn customer data into personalized, connected experiences, defining how data, segmentation, and CRM capabilities drive customer engagement, loyalty, and measurable business value
• Help to plan, estimate, and manage a track of work (including other individuals) in accordance with budget, deliverables and quality standards while demonstrating measurable value and satisfaction for the client
• Help to grow the business–both in the strategy capability and in support of our industry go-to-market teams, being the champion for customer, market, and technology insights and strategy with clients and internal teams
• As part of career growth, supervise and nurture junior team members
• As part of career growth, contribute to thought leadership internally in the form of practice development with the global Strategy & Consulting capability group; participate in the development and ongoing improvement of industry propositions and capability services through presentations and publishing

You’ll need these experience, skills & attributes:

• Experience working with globally recognized and clients across different categories, or notable, exceptional work with mid-sized organizations
• Experience with a range of customer experience strategy approaches, e.g. customer research and modeling, service design, new product innovation and value proposition development, prioritization methods, business case development, road-mapping, etc.
• Strong experience in data strategy and CRM, e.g. defining customer data and CRM roadmaps, customer segmentation, lifecycle and loyalty strategies, personalization, and the use of customer data and analytics to inform experience and business decisions
• Highly proficient with experience modeling techniques and/or service design; mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business
• Experience bridging “digital” and non-digital products and services
• Led diverse project/product teams (or tracks within teams) in dynamic and fast-paced and globally diverse environments
• Proven experience working and feeling comfortable in a multi-disciplinary team environment of strategists, design, engineers, product managers and clients
• Strong attention to detail and ability to partner with clients and internal teams
• Must be able to articulate strategies, concepts, initiatives, and roadmaps clearly through exceptional oral and written communication skills; good presenter and great listener
• Willingness to contribute to new business development and revenue generation
• A self-starter with an entrepreneurial spirit

Set yourself apart:

• Understanding of Agile approaches and tools
• Understanding of modern product management-based organizational models
• Hands-on exposure to CRM and customer data platforms (e.g. Salesforce, Adobe Experience Platform, Microsoft Dynamics, CDPs) and how they enable data-driven customer experiences
• Differentiated experience in a service-based industry (retail, financial services, healthcare, insurance, etc.)

Career Level:

5-8 years of experience developing strategies for connected services and products