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, presenting expertise in meetings & 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 with clients and stakeholders in a credible and confident way.
• Work collaboratively and effectively in a group dynamic often virtual.
• Navigate complexity and ambiguity.

Requirements

• 7+ years of consulting experience required; candidates with consulting experience preferred.
• In lieu of consulting experience, 8+ years minimum industry experience required; 12-14+ years of industry experience strongly preferred.
• Bachelor's Degree required (advanced degree preferred).
• Fluency in English (must have).
• Experience in sectors such as telecom, retail, banking, insurance, or travel (preferred).
• Strong business acumen and problem-solving capabilities.
• Strong written and verbal communication skills.
• Deep expertise in customer experiences across online and offline touchpoints.
• Ability to conduct quant and qual research to understand customer needs and pain points.
• Proficiency in mapping customer journeys and designing target experiences.
• Experience in scoping and implementing AI, automation, and digital solutions.
• Ability to build data-driven business cases for CX investments.
• Proficient in agile ways of working.
• Flexible with a curious and creative mindset.
• Ability to navigate complexity and ambiguity.

Nice to Have

• Experience in any of the following sectors: telecom, retail, banking, insurance, or travel.

Qualifications

• Bachelor's Degree (advanced degree preferred).

Benefits & Perks

• Total annualized compensation includes base salary of $174,100, 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.