Vacancy expired!
- Provide senior-level consulting, planning, and leadership of DBT strategy, new product innovation, and service design journey reinvention projects
- Participate in all phases of strategy, from context framing to value proposition
- development, the definition of roadmaps and design, and ongoing consultation
- 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 customer insight, market insight, business
- strategy, product and service design thinking and technology into actionable
- strategy and execution that will delight and serve customers
- Advocate for customers and b2b colleagues and the “experience” in conversations with
- cross-disciplinary teams, company leaders and analysts to grow the influence of
- experience thinking
- Lead point of view development in net new business, identify organic growth
- opportunities within projects and existing client relationships
- Synthesize information quickly, and apply this deftly through a combination of
- foresight, experience, and agility
- Facilitate high stakes meetings, working sessions and workshops with sensitivity to
- client and team needs
- Trace and clearly shape data and observations into actionable insights, implications,
- and initiatives for our clients
- Lead strategic engagements that involve shaping a customer experience strategy
- through the deep analysis and understanding of generative research as well as ‘lean’
- or hypothesis led approaches that use the principles of design thinking to build
- strategies through continuous prototyping and refinement of a value proposition
- Devise and manage projects and key tracks of work (including other individuals) in
- accordance with established budget, work plans and quality standards while
- demonstrating measurable value and satisfaction for the client
- Collaborate with clients and internal partners to generate ideas, products and
- strategies that utilize innovative technology and emerging channels–web, mobile,
- social, chat, kiosk, etc. – to complement traditional modes of service
- 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 industry presentations and publishing
- Experience working with global Tier 1 brands and clients across different categories in a relevant role including: experience strategist, service designer, innovations strategist, digital strategist, experience research, etc.
- Demonstrated experience in DBT strategy; customer journey transformation; agile-at-scale concepts, new proposition, product, service and business model innovation; customer value management; innovation capability building
- Extensive knowledge of, and experience with, a range of user experience methods and tools including:
- Experience modeling and blueprinting
- Customer type creation
- Prioritization frameworks
- Roadmap development
- Highly proficient at 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
- Expertise in analysis of research (and research findings) and their application to strategy development and briefing
- Led diverse teams of 5 or more people in dynamic and globally diverse environments with an ability to inspire innovation and great work
- Comfortable working with a range of disciplines–design, management consulting, technology, product, etc.–from strategy definition to implementation
- Proven ability to handle large-scale, complex systems problems
- Must be able to articulate strategies, concepts, initiatives, and roadmaps clearly through exceptional oral and written communication skills; good presenter and great listener
- Successful record of developing relationships with clients, colleagues and partners
- A self-starter with an entrepreneurial spirit with vision and leadership to help facilitate change within a team and the industry
- Post-Covid safety assumed, travel required (50%)
- Customer research fluency
- Deep experience in one or more of Financial Services, Energy, Retail, Transportation, Health, Hospitality.
Vacancy expired!