Director - BCG Vantage, Customer Experience (CX)

About the Role

Key Responsibilities

• Grow and deploy a team of 4+ Customer Experience Sector experts to provide value-added support to the business and be responsible for team's performance across all KPIs (case billability, quality, content creation, etc.).
• Take ownership for the team's development and career progression.
• Contribute directly to cases, proposals, and client workshops based on extensive experience in the domain.
• Support SATT & Conferences by presenting expertise in meetings and conferences.
• Help clients transform their business at scale through omnichannel and digital strategies.
• Serve as a thought partner and subject matter expert to case teams and consulting leaders, helping to structure and solve complex issues.
• Conduct research to support offer development and go-to-market strategies.
• Build and deploy client diagnostics to scope customer experience innovations and improvements.
• Partner with consulting teams to contribute to proposals and client workshops.
• Map customer journeys, identify 'moments of truth,' and design target experiences.
• Scope and implement AI, automation, and digital solutions to transform customer engagement.
• Build data-driven business cases to prioritize CX investments and innovations.
• Communicate effectively with clients and stakeholders, demonstrating credibility and confidence.
• Work collaboratively in virtual and group settings, utilizing agile ways of working.
• Navigate complexity and ambiguity with a curious and creative mindset.

Requirements

• 7+ years of consulting experience preferred; in lieu, 8+ years minimum industry experience required; 12-14+ years strongly preferred.
• Bachelor's Degree required; advanced degree preferred.
• Fluency in English (must have).
• Deep expertise in customer experiences across online and offline touchpoints.
• Experience in developing customer-centric strategies that drive growth, cost efficiency, and lifetime value.
• Proficiency in conducting quantitative and qualitative research to understand customer needs and pain points.
• Ability to map customer journeys and identify key moments of truth.
• Experience in scoping and implementing AI, automation, and digital solutions.
• Strong business acumen and problem-solving capabilities.
• Strong written and verbal communication skills.
• Experience in sectors such as telecom, retail, banking, insurance, or travel (preferred).
• Proficiency in working collaboratively and effectively in virtual and group environments.
• Familiarity with agile ways of working.
• Ability to navigate complexity and ambiguity.

Nice to Have

• Experience in sectors such as telecom, retail, banking, insurance, or travel.
• Advanced degree.

Qualifications

• Bachelor's Degree (advanced degree preferred).
• 7+ years of consulting experience or 8+ years of industry experience (12-14+ years preferred).
• Fluency in English.

Benefits & Perks

• Total annualized compensation includes base salary of $174,100, an annual discretionary performance bonus between 0-30%, and contributions to BCG's Profit Sharing and Retirement Fund (PSRF).
• 5% PSRF contribution, increasing to 10% after two years of service, with immediate vesting and no waiting period.
• Comprehensive benefits package designed to support employee well-being and life balance.