Senior Principal - Customer Experience

About the Role

Key Responsibilities

• Work alongside account teams and other capabilities to sell transformational customer experience solutions at clients by telling compelling stories and demonstrating the value of our work
• Establish lasting, trusted relationships with clients
• Advocate for direct reports throughout their project alignment and professional development while helping them grow their career
• Co-lead customer experience projects and workstreams, alongside other capability leaders
• Empower the team to deliver high-quality solutions by enabling best-in-class skills and leveraging new technologies
• Provide design expertise in new project pursuits alongside a skilled pursuit team
• Advance the craft by developing and sharing materials and thought leadership with other builders

Requirements

• 10+ years of experience in delivering digital product experiences as a product designer
• 5+ years managing and mentoring others, and/or leading cross-functional teams with a direct leadership accountability
• Expertise in facilitating workshops, fostering collaboration, and aligning teams around a shared vision
• Exceptional storytelling skills to translate complex ideas into compelling narratives
• Relationship-building expertise, fostering trust and collaboration across clients and teams
• Proactive, entrepreneurial spirit and passion for solving ambiguous problems with clarity and creativity
• Empathy for customers and colleagues, with a focus on creating meaningful connections
• Proven ability to adapt to new ideas, tools, and methods that drive innovation and value
• Expert-level proficiency with common design and business software, as well as data visualization methods

Nice to Have

• Practitioner and/or leadership experience in both B2B and B2C businesses
• Experience in two or more of the following industries: Financial Services, Manufacturing, Public Sector, Retail, Travel & Hospitality, Healthcare & Life Sciences

Qualifications

• Educational background is not explicitly specified, but extensive experience in digital product design and leadership is required

Benefits & Perks

• Meaningful time off and paid holidays
• Parental leave
• 401(k) with a match
• Highly subsidized health, dental, & vision coverage
• Adoption and fertility assistance
• Short/long-term disability
• Yearly $350 reimbursement for well-being expenses
• Discounted home, auto, and pet insurance