Manager Customer Experience & Innovation Consultant

About the role

We are seeking a Manager Customer Experience & Innovation Consultant to lead digital business transformation projects, shaping service and product strategies that deliver innovative, connected offerings for our clients and their customers.

Key responsibilities

• Articulate client problems and develop strategic roadmaps, value propositions, and service designs.
• Facilitate design‑thinking workshops, conduct user research, and translate insights into actionable initiatives.
• Collaborate on data and CRM strategies to create personalized, connected customer experiences.
• Manage project budgets, timelines, and deliverables while ensuring client satisfaction.
• Support business growth by contributing to thought leadership and mentoring junior team members.

Required profile

• 5–8+ years of experience in business consulting, CX strategy, service design, or digital transformation.
• Proven managerial experience overseeing multidisciplinary teams and engaging with C‑level stakeholders.
• Strong communication skills with the ability to synthesize complex information.

Required skills

• Deep understanding of CRM architectures and data ecosystems.
• Experience with emerging digital touchpoints (web, mobile, social, chat, voice, kiosk).
• Hands‑on facilitation of Design Thinking workshops and user research.