144 Customer Experience Director jobs in the United Kingdom
Customer Experience Director (Customer Voice & Influence)
RG2 6DA Reading, South East
Stonewater
Posted today
Job Viewed
Job Description
12 Months Fixed Term Contract, Full Time
PROVE THAT UNICORNS EXIST
Were not sure there are many people out there that are experts in customer communication, engagement and complaints. We are so ready to be proved wrong!
Are you a strategic, empathetic leader with a passion for people, purpose, and performance? Do you thrive on turning customer feedback into meaningful change? If you're big on collabo.
WHJS1_UKTJ
This advertiser has chosen not to accept applicants from your region.
0
Customer Journey Manager
West Yorkshire, Yorkshire and the Humber
£450 - £500 Daily
Pontoon
Posted 3 days ago
Job Viewed
Job Description
Customer Journey Manager
Halifax or Leeds (Hybrid working)
6 Month Contract (Scope for further extensions)
Job Description
The CJM plays a crucial role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.
The Customer Journey Manager is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
Key Accountabilities
Understand
- Understands end to end journey with support
- Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
- Works with supervision and lead on Customer Journey and process maps (e.g Visio)
Optimise
- Continually evaluates the effectiveness of parts of the journey from a customer and business perspective
- Often displays a continuous improvement mindset to their journey
Orchestration
- Coordinate cross functional alignment on journeys
- Understand cross-functional context and build alignment as needed
Key Skills
Customer insights - Draws valuable insights from data sources and reports, translating data into requirements (e.g., personalised engagement approaches) and shares findings with the relevant team. Appreciates how customers' needs evolve over time and uses this to develop a comprehensive view of different customer segments.
Problem Solving - Evaluates options and uses experience to find the most suitable solution, applies own judgement and creates an appropriate decision-making criterion to help prioritise options. Uses internal and external frameworks for inspiration.
Stakeholder Management - Builds positive stakeholder relationships to support own and team's work. Independently manages stakeholder expectations with regular updates of work and potential risks/issues.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
Note - if you do not hear back within 48 hours of applying, please assume you have been unsuccessful on this occasion, however, we will have your CV and contact details on files should something more suitable arise.
This advertiser has chosen not to accept applicants from your region.
1
Customer Journey Manager
HX1 Halifax, Yorkshire and the Humber
Pontoon
Posted 1 day ago
Job Viewed
Job Description
Customer Journey Manager
Halifax or Leeds (Hybrid working)
6 Month Contract (Scope for further extensions)
Job Description
The CJM plays a crucial role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.
The Customer Journey Manager is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
Key Accountabilities
Understand
- Understands end to end journey with support
- Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
- Works with supervision and lead on Customer Journey and process maps (e.g Visio)
Optimise
- Continually evaluates the effectiveness of parts of the journey from a customer and business perspective
- Often displays a continuous improvement mindset to their journey
Orchestration
- Coordinate cross functional alignment on journeys
- Understand cross-functional context and build alignment as needed
Key Skills
Customer insights - Draws valuable insights from data sources and reports, translating data into requirements (e.g., personalised engagement approaches) and shares findings with the relevant team. Appreciates how customers' needs evolve over time and uses this to develop a comprehensive view of different customer segments.
Problem Solving - Evaluates options and uses experience to find the most suitable solution, applies own judgement and creates an appropriate decision-making criterion to help prioritise options. Uses internal and external frameworks for inspiration.
Stakeholder Management - Builds positive stakeholder relationships to support own and team's work. Independently manages stakeholder expectations with regular updates of work and potential risks/issues.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
Note - if you do not hear back within 48 hours of applying, please assume you have been unsuccessful on this occasion, however, we will have your CV and contact details on files should something more suitable arise.
This advertiser has chosen not to accept applicants from your region.
2
Customer Journey Manager
HP20 2HU Aylesbury, South East
M Group Energy
Posted today
Job Viewed
Job Description
At M Group Energy, were enabling the energy essential to support our lives.
We provide an end-to-end service, delivering solutions in electricity transmission, distribution, renewable energy, EV, metering and home decarbonisation.
Home Decarbonisation - Were working to eliminate fuel poverty, providing end-to-end management in energy efficiency and carbon reduction. Our team works closely with homeow.
WHJS1_UKTJ
This advertiser has chosen not to accept applicants from your region.
3
Group Director of Customer Experience
Northway, South West
£150000 Annually
Bromford
Posted 5 days ago
Job Viewed
Job Description
Location: Flexible: Tewkesbury, Wolverhampton, Lichfield, Chipping Sodbury, or Norwich
Salary: Circa £150,000 per annum depending on experience
Closing Date: Sunday 10 August 2025
At Bromford Flagship we create communities where people can put down roots, feel secure, and thrive. With over 80,000 homes across east, central and southwest England, we’re one of the UK’s leading housing providers – and we’re just getting started. Our ambition is bold: to deliver 2,000 new homes each year for the next 30 years.
We’re now looking for a Group Director of Customer Experience – a strategic, visionary leader who can shape and deliver a seamless, personalised and engaging customer journey across all channels.
About the Role
This is a pivotal leadership role where you’ll define and lead the customer experience strategy across the group. You’ll oversee a cross-functional team covering contact hubs, customer engagement, and complaints, ensuring every interaction reflects our values and commitment to exceptional service.
You’ll champion digital transformation, embed a customer-obsessed culture, and ensure our services are shaped by insight, innovation, and the voice of the customer.
What You’ll Be Doing
- Leading the development and execution of a group-wide customer experience strategy li>Spearheading digital innovation and automation to streamline services
- Overseeing a scalable omni-channel contact model across all platforms
- Mapping and optimising the end-to-end customer journey
- Using customer insight and feedback to drive continuous improvement
- Leading and inspiring a high-performing team across multiple locations
- Advising senior leaders and the Board on trends, risks, and opportunities
- Ensuring governance, compliance, and financial accountability in your area
- Championing diversity, inclusion, and customer involvement in service design
What We’re Looking For
- < i>Proven senior leadership experience in customer experience or related fields
- Strong background in digital transformation, service design, and innovation
- Demonstrated success in improving customer satisfaction and engagement
- Experience leading large-scale change and managing complex operations
- Excellent strategic thinking, stakeholder engagement and influencing skills
- Commercial acumen and experience managing large budgets
- Passion for customer service and a deep understanding of customer needs
Qualifications
- Degree-level education or equivalent experience (MBA desirable)
- Formal customer experience qualification or equivalent expertise
- Housing or related professional qualification (or willingness to work towards one).
This is a full-time, hybrid role, giving you the opportunity to work flexibly from home and our offices. Our main offices are Lichfield, Wolverhampton, Tewkesbury and Chipping Sodbury. You can be based at any of these locations but regular travel across the whole of our operating geography will be required.
A full driving licence and a basic DBS with consumer check will be required.
Why Join Us?
We’re building a future where everyone has a safe, affordable place to call home. Joining us means being part of something bigger – a purpose-driven organisation where work matters, your voice is heard, and your development is a priority.
We strongly recommend reviewing the full job description attached to gain a deeper understanding of the role, responsibilities, and the impact you can make at Bromford Flagship.
The selection process will include two assessment stages, likely to take place in late August and early September. Further details will be shared with shortlisted candidates.
Ready to make a difference?
Apply now and help shape the future of customer experience at Bromford Flagship.
This advertiser has chosen not to accept applicants from your region.
4
User Experience Design Strategist
London, London
TD Bank
Posted 5 days ago
Job Viewed
Job Description
**Work Location** :
London, United Kingdom
**Hours:**
35
**Line of Business:**
Enterprise Enabling Functions
**Pay Details:**
We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.
**Job Description:**
**Overview**
As an Experience Design Strategist, you will hold a pivotal position within our organization, reporting directly to the Director - Experience Design.
We are seeking a collaborative and strategic professional to help drive user-centred design initiatives within our Global Transaction Banking platform.
This role will play an important part in advancing UX strategy, supporting cross-team alignment, and contributing to executive communications, helping ensure that user needs and business objectives are both reflected throughout the platform's evolution.
The ideal candidate will bring strong UX strategy skills, an ability to craft clear narratives, and a proactive approach to collaboration - helping connect experience design efforts with broader technology and business goals across the GTB organization.
**Role** **Description**
+ Play a leading role in developing user-centred design strategies that support the build and growth of the Global Transaction Banking platform.
+ Partner with product, technology, and business teams to ensure research insights and UX best practices are consistently incorporated into planning and delivery.
+ Support collaborative working sessions and cross-stream initiatives to align user needs with technology solutions.
+ Contribute to the evolution and documentation of UX processes, ensuring best practices are applied across a dynamic, multi-stream environment.
+ Advocate for a user-first mindset while respecting the broader strategic, operational, and stakeholder landscape.
+ Strategic Communication & Executive Support
+ Assist in crafting executive-level presentations and materials that highlight user-centred design progress, insights, and impact.
+ Support strategic updates and reporting efforts for senior leadership, ensuring messaging is clear, consistent, and aligned with platform goals.
+ Contribute to storytelling initiatives that showcase collaboration and progress across the Global Transaction Banking program.
- Help foster transparency and shared understanding across stakeholder groups through structured communication and documentation.
**Candidate** **Requirements**
To thrive in this role, you should possess the following qualifications and skills:
+ Experience in UX strategy, experience design, or product strategy roles within financial services, banking, or enterprise technology environments.
+ Strong collaboration skills with experience working across large, matrixed organizations.
+ Ability to translate user research into actionable insights and practical recommendations.
+ Skilled in preparing executive-level communications, with a focus on clarity, structure, and diplomacy.
+ Excellent writing, editing, and storytelling skills with a strong attention to detail.
+ Comfortable managing multiple priorities in a fast-paced, evolving environment.
- Understanding of platform development strategies and large-scale program delivery is a strong advantage.
Join our innovative team, dedicated to transforming the global transaction banking experience. If you are passionate about user-centric design and possess a keen eye for detail, we invite you to apply and become an integral part of our journey.
**Overview**
As an Experience Design Strategist, you will hold a pivotal position within our organization, reporting directly to the Director - Experience Design.
We are seeking a collaborative and strategic professional to help drive user-centred design initiatives within our Global Transaction Banking platform.
This role will play an important part in advancing UX strategy, supporting cross-team alignment, and contributing to executive communications, helping ensure that user needs and business objectives are both reflected throughout the platform's evolution.
The ideal candidate will bring strong UX strategy skills, an ability to craft clear narratives, and a proactive approach to collaboration - helping connect experience design efforts with broader technology and business goals across the GTB organization.
**Role** **Description**
+ Play a leading role in developing user-centred design strategies that support the build and growth of the Global Transaction Banking platform.
+ Partner with product, technology, and business teams to ensure research insights and UX best practices are consistently incorporated into planning and delivery.
+ Support collaborative working sessions and cross-stream initiatives to align user needs with technology solutions.
+ Contribute to the evolution and documentation of UX processes, ensuring best practices are applied across a dynamic, multi-stream environment.
+ Advocate for a user-first mindset while respecting the broader strategic, operational, and stakeholder landscape.
+ Strategic Communication & Executive Support
+ Assist in crafting executive-level presentations and materials that highlight user-centred design progress, insights, and impact.
+ Support strategic updates and reporting efforts for senior leadership, ensuring messaging is clear, consistent, and aligned with platform goals.
+ Contribute to storytelling initiatives that showcase collaboration and progress across the Global Transaction Banking program.
- Help foster transparency and shared understanding across stakeholder groups through structured communication and documentation.
**Candidate** **Requirements**
To thrive in this role, you should possess the following qualifications and skills:
+ Experience in UX strategy, experience design, or product strategy roles within financial services, banking, or enterprise technology environments.
+ Strong collaboration skills with experience working across large, matrixed organizations.
+ Ability to translate user research into actionable insights and practical recommendations.
+ Skilled in preparing executive-level communications, with a focus on clarity, structure, and diplomacy.
+ Excellent writing, editing, and storytelling skills with a strong attention to detail.
+ Comfortable managing multiple priorities in a fast-paced, evolving environment.
- Understanding of platform development strategies and large-scale program delivery is a strong advantage.
Join our innovative team, dedicated to transforming the global transaction banking experience. If you are passionate about user-centric design and possess a keen eye for detail, we invite you to apply and become an integral part of our journey.
**Who We Are**
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.
**Our Total Rewards Package**
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary and several other key plans such as health and well-being benefits, including medical coverage, paid time off, career development, and reward and recognition programs.
**Additional Information:**
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.
**Colleague Development**
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.
**Training & Onboarding**
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.
**Interview Process**
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
**Accommodation**
If you require an accommodation for the recruitment / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.
London, United Kingdom
**Hours:**
35
**Line of Business:**
Enterprise Enabling Functions
**Pay Details:**
We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.
**Job Description:**
**Overview**
As an Experience Design Strategist, you will hold a pivotal position within our organization, reporting directly to the Director - Experience Design.
We are seeking a collaborative and strategic professional to help drive user-centred design initiatives within our Global Transaction Banking platform.
This role will play an important part in advancing UX strategy, supporting cross-team alignment, and contributing to executive communications, helping ensure that user needs and business objectives are both reflected throughout the platform's evolution.
The ideal candidate will bring strong UX strategy skills, an ability to craft clear narratives, and a proactive approach to collaboration - helping connect experience design efforts with broader technology and business goals across the GTB organization.
**Role** **Description**
+ Play a leading role in developing user-centred design strategies that support the build and growth of the Global Transaction Banking platform.
+ Partner with product, technology, and business teams to ensure research insights and UX best practices are consistently incorporated into planning and delivery.
+ Support collaborative working sessions and cross-stream initiatives to align user needs with technology solutions.
+ Contribute to the evolution and documentation of UX processes, ensuring best practices are applied across a dynamic, multi-stream environment.
+ Advocate for a user-first mindset while respecting the broader strategic, operational, and stakeholder landscape.
+ Strategic Communication & Executive Support
+ Assist in crafting executive-level presentations and materials that highlight user-centred design progress, insights, and impact.
+ Support strategic updates and reporting efforts for senior leadership, ensuring messaging is clear, consistent, and aligned with platform goals.
+ Contribute to storytelling initiatives that showcase collaboration and progress across the Global Transaction Banking program.
- Help foster transparency and shared understanding across stakeholder groups through structured communication and documentation.
**Candidate** **Requirements**
To thrive in this role, you should possess the following qualifications and skills:
+ Experience in UX strategy, experience design, or product strategy roles within financial services, banking, or enterprise technology environments.
+ Strong collaboration skills with experience working across large, matrixed organizations.
+ Ability to translate user research into actionable insights and practical recommendations.
+ Skilled in preparing executive-level communications, with a focus on clarity, structure, and diplomacy.
+ Excellent writing, editing, and storytelling skills with a strong attention to detail.
+ Comfortable managing multiple priorities in a fast-paced, evolving environment.
- Understanding of platform development strategies and large-scale program delivery is a strong advantage.
Join our innovative team, dedicated to transforming the global transaction banking experience. If you are passionate about user-centric design and possess a keen eye for detail, we invite you to apply and become an integral part of our journey.
**Overview**
As an Experience Design Strategist, you will hold a pivotal position within our organization, reporting directly to the Director - Experience Design.
We are seeking a collaborative and strategic professional to help drive user-centred design initiatives within our Global Transaction Banking platform.
This role will play an important part in advancing UX strategy, supporting cross-team alignment, and contributing to executive communications, helping ensure that user needs and business objectives are both reflected throughout the platform's evolution.
The ideal candidate will bring strong UX strategy skills, an ability to craft clear narratives, and a proactive approach to collaboration - helping connect experience design efforts with broader technology and business goals across the GTB organization.
**Role** **Description**
+ Play a leading role in developing user-centred design strategies that support the build and growth of the Global Transaction Banking platform.
+ Partner with product, technology, and business teams to ensure research insights and UX best practices are consistently incorporated into planning and delivery.
+ Support collaborative working sessions and cross-stream initiatives to align user needs with technology solutions.
+ Contribute to the evolution and documentation of UX processes, ensuring best practices are applied across a dynamic, multi-stream environment.
+ Advocate for a user-first mindset while respecting the broader strategic, operational, and stakeholder landscape.
+ Strategic Communication & Executive Support
+ Assist in crafting executive-level presentations and materials that highlight user-centred design progress, insights, and impact.
+ Support strategic updates and reporting efforts for senior leadership, ensuring messaging is clear, consistent, and aligned with platform goals.
+ Contribute to storytelling initiatives that showcase collaboration and progress across the Global Transaction Banking program.
- Help foster transparency and shared understanding across stakeholder groups through structured communication and documentation.
**Candidate** **Requirements**
To thrive in this role, you should possess the following qualifications and skills:
+ Experience in UX strategy, experience design, or product strategy roles within financial services, banking, or enterprise technology environments.
+ Strong collaboration skills with experience working across large, matrixed organizations.
+ Ability to translate user research into actionable insights and practical recommendations.
+ Skilled in preparing executive-level communications, with a focus on clarity, structure, and diplomacy.
+ Excellent writing, editing, and storytelling skills with a strong attention to detail.
+ Comfortable managing multiple priorities in a fast-paced, evolving environment.
- Understanding of platform development strategies and large-scale program delivery is a strong advantage.
Join our innovative team, dedicated to transforming the global transaction banking experience. If you are passionate about user-centric design and possess a keen eye for detail, we invite you to apply and become an integral part of our journey.
**Who We Are**
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.
**Our Total Rewards Package**
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary and several other key plans such as health and well-being benefits, including medical coverage, paid time off, career development, and reward and recognition programs.
**Additional Information:**
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.
**Colleague Development**
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.
**Training & Onboarding**
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.
**Interview Process**
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
**Accommodation**
If you require an accommodation for the recruitment / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.
This advertiser has chosen not to accept applicants from your region.
5
User Experience Researcher, Qualitative
London, London
Meta
Posted 5 days ago
Job Viewed
Job Description
**Summary:**
Our UX Research team is designing for the broad spectrum of human needs, which requires us to understand the behaviors of the people behind them. Our researchers tackle some of the most complex challenges to gain rich insights into how people interact with each other and the world around them, and work collaboratively to contribute new ideas to products that impact the experiences of billions of people on a global scale. This job description represents different full-time roles across Meta.We use a variety of qualitative and quantitative methods to accomplish our goals, including surveys, focus groups, field studies, usability tests, and 1:1 interviews. We value different perspectives and stem from many different backgrounds.We're looking for skilled communicators who are knowledgeable about research devoted to understanding people, and curious about the relationship between technology and society. They will also need to be adaptive in a fast-moving organization, strategic about learning new research methods, committed to high-quality and rigorous research, and focused on influencing the future of Meta.
**Required Skills:**
User Experience Researcher, Qualitative Responsibilities:
1. Work closely with product and business teams to identify research topics
2. Act as a thought leader in the domain of research, while advocating for the people who could use our products
3. Design and execute end-to-end custom primary research using a wide variety of methods
4. Design studies that address both user behavior and attitudes
5. Effectively manage and prioritize research plans through ambiguous and fast-changing environments, align and efficiently execute critical insights and work with a large group of stakeholders
6. Communicate results and illustrate suggestions in compelling and novel ways
7. Work cross-functionally with design, product management, content strategy, engineering and marketing
8. Generate insights that both fuel ideation and evaluate designs
**Minimum Qualifications:**
Minimum Qualifications:
9. Bachelor's in relevant field with several years of of experience in qualitative user research, Master's or PhD in relevant field with a few years of of experience in qualitative user research
10. Extensive experience conducting In-Depth Interviews or Focus Groups and Concept Testing or Usability Testing
11. Interest in and experience executing hands-on, primary research
12. Experience translating research findings into strategic narrative
**Preferred Qualifications:**
Preferred Qualifications:
13. Experience with enterprise or consumer products, developer tools, game or product development
14. Bachelor's, Master's, or PhD in a field related to human behavior, such as Human Computer Interaction (HCI), Psychology, Sociology, Communication, Information Science, Media Studies, Political Science, Computer Science, Economics or other related disciplines.
**Industry:** Internet
Our UX Research team is designing for the broad spectrum of human needs, which requires us to understand the behaviors of the people behind them. Our researchers tackle some of the most complex challenges to gain rich insights into how people interact with each other and the world around them, and work collaboratively to contribute new ideas to products that impact the experiences of billions of people on a global scale. This job description represents different full-time roles across Meta.We use a variety of qualitative and quantitative methods to accomplish our goals, including surveys, focus groups, field studies, usability tests, and 1:1 interviews. We value different perspectives and stem from many different backgrounds.We're looking for skilled communicators who are knowledgeable about research devoted to understanding people, and curious about the relationship between technology and society. They will also need to be adaptive in a fast-moving organization, strategic about learning new research methods, committed to high-quality and rigorous research, and focused on influencing the future of Meta.
**Required Skills:**
User Experience Researcher, Qualitative Responsibilities:
1. Work closely with product and business teams to identify research topics
2. Act as a thought leader in the domain of research, while advocating for the people who could use our products
3. Design and execute end-to-end custom primary research using a wide variety of methods
4. Design studies that address both user behavior and attitudes
5. Effectively manage and prioritize research plans through ambiguous and fast-changing environments, align and efficiently execute critical insights and work with a large group of stakeholders
6. Communicate results and illustrate suggestions in compelling and novel ways
7. Work cross-functionally with design, product management, content strategy, engineering and marketing
8. Generate insights that both fuel ideation and evaluate designs
**Minimum Qualifications:**
Minimum Qualifications:
9. Bachelor's in relevant field with several years of of experience in qualitative user research, Master's or PhD in relevant field with a few years of of experience in qualitative user research
10. Extensive experience conducting In-Depth Interviews or Focus Groups and Concept Testing or Usability Testing
11. Interest in and experience executing hands-on, primary research
12. Experience translating research findings into strategic narrative
**Preferred Qualifications:**
Preferred Qualifications:
13. Experience with enterprise or consumer products, developer tools, game or product development
14. Bachelor's, Master's, or PhD in a field related to human behavior, such as Human Computer Interaction (HCI), Psychology, Sociology, Communication, Information Science, Media Studies, Political Science, Computer Science, Economics or other related disciplines.
**Industry:** Internet
This advertiser has chosen not to accept applicants from your region.
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6
Senior User Experience Researcher
Paddington, London
ConvaTec
Posted 5 days ago
Job Viewed
Job Description
Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Group revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit is everywhere at Convatec. It's transforming our business, and helping us improve millions of lives. And we're nowhere near finished. Across every part of our business, we're pushing for better. Join us on our journey to #ForeverCaring as a Senior User Experience Researcher, and you'll do the same.
**About the Role**
At Convatec, we are on the journey of pioneering human-centred innovation to improve people's lives with deeply personal and challenging medical conditions. And this is where you come into the picture; We are currently looking for someone who can help us achieve that goal by bringing a prominent level of empathy to identify and communicate our users' changing needs to the rest of the organisation. You will be a crucial addition to our Global User Research & Human Factors Engineering team (part of User Insights, Design & Engineering) to meet this challenge.
As our new Senior User Experience Researcher, you are passionate about bringing the user's perspective into the development of medical devices and is unafraid to make things happen to ensure we can make a difference in someone's life. **Come and** **join our growing** **team** **at Conva** **t** **ec,**
You will have the freedom and responsibility to explore, build, and shape how we do things in a fast-growing User Research & Human Factors Engineering team that delivers. You are passionate about making a difference in people's lives, with a knack for harnessing creativity within a fast-paced, forward-thinking team. The team is located in Boston (US), Deeside/London (UK), and Søborg (DK) and consists of a group of Human Factors Engineers and User Experience Researchers with various backgrounds, but all with the same purpose in common: _Making a_ _positive_ _difference_ _in_ _our users_ _' lives_ .
**Key Responsibilities**
As our new Senior User Experience Researcher, you will focus on capturing who our users are and what they need. With this crucial information, you will guide the project teams towards developing innovative solutions - ensuring the users are at the centre from the get-go. You will be focusing on the early-stage development of medical device and in collaboration with the rest of the team move the ideas from problem space to solution space.
Main responsibilities in this role include - but are not limited to:
+ Focus on the early-stage user research role, process, and deliverables.
+ Establish the role of user research as well as education and involvement of the rest of the organization.
+ Deploy a variety of primary and secondary research techniques to collect and process data across multiple areas, including field research, usability testing, ergonomics, expert review, etc.
+ Act as an internal consultant providingfirsthand insights to support development and product enhancement.
+ Managing projects / processes, working independently with limited supervision.
+ Coaching and reviewing the work of colleagues.
**About you**
We are looking for:
+ **An insightful problem solver** **-** You thrive on a start-up mentality that supports creative problem-solving and the agility to pivot and reinvent when necessary. You prefer to get stuck in, probing real problems to build valuable solutions for a broad spectrum of users-from well-trained medical professionals to home-based patients/caregivers-and a myriad of use scenarios. You are sensitive to intricate cultural nuances across global markets to deliver differentiated solutions.
+ **A trusted collaborator** **-** A 'people person' and natural team player - you will lead collaborations with cross-functional project partners and interactions with multidisciplinary leaders across the organization, including design, marketing, medical, and engineering, with the ability to influence their trajectories in a rapidly changing environment when a situation calls for it.
+ **A nurturing mentor** - A generous teacher and mentor, ready to share your skills and insights with anyone who can benefit from expanding their view. You can be considered the User Experience light house within the larger organization, building awareness and recognition of research as a core competency of our business.
+ **A meticulous master** **-** A self-motivated, curious, and meticulous person, you are knowledgeable within your field. While leading day-to-day project activities, including research and user testing, you are also able to leverage your expertise and experience to create systematic frameworks for the methodical design and execution of the company's vision.
**Qualifications**
+ Minimum Education -bachelor's degree in social science, Human Factors Engineering, Anthropology, Biomedical Engineering, Cognitive Engineering, Industrial Design, Psychology, or other relevant majors.
+ Minimum 5years of experiencefrom a regulated industry (Pharma or MedTech)and/or within User Research & Human Factors from consumer products.
**Travel and Work Expectations**
+ You should expect to be travelling for fieldwork and team meeting with up to 60 days per year.
+ This role can be done remotely or with location in either our Deeside or London office.
Additional Job Description
Our transformation will change your career. For good. You'll be pushed to think bigger and aim for excellence. Your ideas will be heard, and you'll be supported to bring them to life. There'll be challenges. But, stretch yourself and embrace the opportunities, and you could make your biggest impact yet.
This is stepping outside of your comfort zone.
This is work that'll **move** you.
#LI-AC2
#LI-Remote
**Beware of scams online or from individuals claiming to represent Convatec**
A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.
If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you're unsure, please contact us at .
**Equal opportunities**
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
**Notice to Agency and Search Firm Representatives**
Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
**Already a Convatec employee?**
**If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!**
**About the Role**
At Convatec, we are on the journey of pioneering human-centred innovation to improve people's lives with deeply personal and challenging medical conditions. And this is where you come into the picture; We are currently looking for someone who can help us achieve that goal by bringing a prominent level of empathy to identify and communicate our users' changing needs to the rest of the organisation. You will be a crucial addition to our Global User Research & Human Factors Engineering team (part of User Insights, Design & Engineering) to meet this challenge.
As our new Senior User Experience Researcher, you are passionate about bringing the user's perspective into the development of medical devices and is unafraid to make things happen to ensure we can make a difference in someone's life. **Come and** **join our growing** **team** **at Conva** **t** **ec,**
You will have the freedom and responsibility to explore, build, and shape how we do things in a fast-growing User Research & Human Factors Engineering team that delivers. You are passionate about making a difference in people's lives, with a knack for harnessing creativity within a fast-paced, forward-thinking team. The team is located in Boston (US), Deeside/London (UK), and Søborg (DK) and consists of a group of Human Factors Engineers and User Experience Researchers with various backgrounds, but all with the same purpose in common: _Making a_ _positive_ _difference_ _in_ _our users_ _' lives_ .
**Key Responsibilities**
As our new Senior User Experience Researcher, you will focus on capturing who our users are and what they need. With this crucial information, you will guide the project teams towards developing innovative solutions - ensuring the users are at the centre from the get-go. You will be focusing on the early-stage development of medical device and in collaboration with the rest of the team move the ideas from problem space to solution space.
Main responsibilities in this role include - but are not limited to:
+ Focus on the early-stage user research role, process, and deliverables.
+ Establish the role of user research as well as education and involvement of the rest of the organization.
+ Deploy a variety of primary and secondary research techniques to collect and process data across multiple areas, including field research, usability testing, ergonomics, expert review, etc.
+ Act as an internal consultant providingfirsthand insights to support development and product enhancement.
+ Managing projects / processes, working independently with limited supervision.
+ Coaching and reviewing the work of colleagues.
**About you**
We are looking for:
+ **An insightful problem solver** **-** You thrive on a start-up mentality that supports creative problem-solving and the agility to pivot and reinvent when necessary. You prefer to get stuck in, probing real problems to build valuable solutions for a broad spectrum of users-from well-trained medical professionals to home-based patients/caregivers-and a myriad of use scenarios. You are sensitive to intricate cultural nuances across global markets to deliver differentiated solutions.
+ **A trusted collaborator** **-** A 'people person' and natural team player - you will lead collaborations with cross-functional project partners and interactions with multidisciplinary leaders across the organization, including design, marketing, medical, and engineering, with the ability to influence their trajectories in a rapidly changing environment when a situation calls for it.
+ **A nurturing mentor** - A generous teacher and mentor, ready to share your skills and insights with anyone who can benefit from expanding their view. You can be considered the User Experience light house within the larger organization, building awareness and recognition of research as a core competency of our business.
+ **A meticulous master** **-** A self-motivated, curious, and meticulous person, you are knowledgeable within your field. While leading day-to-day project activities, including research and user testing, you are also able to leverage your expertise and experience to create systematic frameworks for the methodical design and execution of the company's vision.
**Qualifications**
+ Minimum Education -bachelor's degree in social science, Human Factors Engineering, Anthropology, Biomedical Engineering, Cognitive Engineering, Industrial Design, Psychology, or other relevant majors.
+ Minimum 5years of experiencefrom a regulated industry (Pharma or MedTech)and/or within User Research & Human Factors from consumer products.
**Travel and Work Expectations**
+ You should expect to be travelling for fieldwork and team meeting with up to 60 days per year.
+ This role can be done remotely or with location in either our Deeside or London office.
Additional Job Description
Our transformation will change your career. For good. You'll be pushed to think bigger and aim for excellence. Your ideas will be heard, and you'll be supported to bring them to life. There'll be challenges. But, stretch yourself and embrace the opportunities, and you could make your biggest impact yet.
This is stepping outside of your comfort zone.
This is work that'll **move** you.
#LI-AC2
#LI-Remote
**Beware of scams online or from individuals claiming to represent Convatec**
A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.
If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you're unsure, please contact us at .
**Equal opportunities**
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
**Notice to Agency and Search Firm Representatives**
Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
**Already a Convatec employee?**
**If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!**
This advertiser has chosen not to accept applicants from your region.
7
Director - BCG Vantage, Customer Experience (CX)
London, London
Boston Consulting Group
Posted today
Job Viewed
Job Description
*Locations*: London | Boston | Paris | Chicago | Madrid
Who We Are
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.
What You'll Do
As a Director – Cusomter Experience, BCG Vantage on our Topic Activation path within BCG's Marketing, Sales, and Pricing (MSP) Practice Area, you will be a key contributor towards the strategic agenda for the Customer Experience sector. You will 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.). You will also take ownership for the team's development and career progression.
Additionally, you will directly contribute to cases, proposals, client workshops based upon your own extensive experience in the domain. You will support SATT & Conferences, presenting expertise in meetings & conferences.
BCG’s Customer Experience consulting team help clients to transform their business at scale, driving cost-effective growth and life-time value through omnichannel and digital strategies. As a Senior Manager – BCG Vantage you will partner with consulting leadership to bring to market new consulting offers and provide case teams with the latest insight and tools to drive client impact.
You’ll serve as thought partner and subject matter expert to case teams and consulting leaders, helping to structure and solve complex issues. This is a diverse role that will see you engaged on a variety of product marketing, sales enablement, and expert consulting assignments. You’ll conduct research to support offer development and go-to- market; build / deploy client diagnostics to scope customer experience innovations and improvements; and partner with consulting teams to contribute to proposals and client workshops.
Success in this role requires a blend of analytical and creative skills. You’ll need to be able to conduct quant and qual analyses to map customer journeys and assess the business impact of meeting customer needs.
You’ll also need to be adept at understanding market priorities and crafting product messaging to communicate our customer experience value proposition and impact. It also requires an entrepreneurial flair. With the advent of AI, customer experiences and expectations are evolving fast. So are our clients. You’ll need to keep ahead of the latest innovations and work to constantly evolve BCG’s CX perspectives, insights, and client diagnostics so that we can answer our clients’ toughest questions.
YOU'RE GOOD AT
* Deep expertise in customer experiences across online and offline touchpoints
* Developing customer-centric strategies that drive growth, cost efficiency, and lifetime value
* Conducting quant / qual research to understand customer needs and pain points
* Mapping customer journeys, identifying "moments of truth," & designing target experiences
* Scoping & implementing AI, automation, and digital solutions to transform customer engagement
* Building data-driven business cases to prioritize CX investments and innovations
* Communicating with clients and stakeholders, in a credible and confident way
* Working collaboratively and effectively in a group dynamic often virtual
* Proficient in agile ways of working
* Being flexible and bringing a curious and creative mindset
* Navigating complexity and ambiguity
What You'll Bring
* 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 any of the following sectors: telecom, retail, banking, insurance, or travel (preferred)
* Strong business acumen and problem-solving capabilities
* Strong written and verbal communication skills
Who You'll Work With
As a Director - Customer Experience, BCG Vantage on our Topic Activation path, you will collaborate with global topic leads and colleagues across BCG to bring expertise and capabilities to the service of our internal and external clients. Our team is made up of a diverse pool of BCG Vantage positions that allow us to pursue exciting, innovative BCG Vantage careers.
Additional info
BCG Vantage is a powerhouse of expertise, seamlessly embedded within Practice Areas and markets to drive extraordinary impact. It equips BCG case teams and clients with cutting-edge expertise, proprietary assets, actionable data, and transformative insights that empower our case teams and enable our clients to achieve their aspirations.
With global experts across 20 Practices, covering more than 100 topics, sectors and offers, plus four focused geographic markets, BCG Vantage delivers unparalleled depth and breadth of insight & expertise.
BCG Vantage consists of three career paths, each playing a crucial role in delivering value to clients, case teams and practice teams.
* *Client Focus (Embedded Expertise)*
* Integrates into client-facing teams to deliver direct client impact through expertise, know-how, and proprietary tools and assets
* *Topic Activation (Sector Expertise with Proprietary Tool & Data Solutions)*
* Combines deep domain insights with our know-how and proprietary assets to address targeted challenges directly with clients and project teams; co-creates insights on industry trends and functional topics, proprietary data and tools, and teams to codify IP that all enables BCG to deliver excellent business value with its clients
* *Research (Practice Topic and Sector-Aligned Research and Insights)*
* Delivers actionable research and insights tailored to the client project’s needs; works with qualitative and quantitative data, conducts research and provides synthesized results from sources including commercial data, public and open source, company and industry research, macro-economic, commodities and trade data
Total compensation for this role includes base salary, annual discretionary performance bonus, contributions to BCG’s Profit Sharing and Retirement Fund (PSRF), and a market leading benefits package described below.
We expect total annualized compensation for Chicago & Boston based employees to be approximately the following:
* Base salary of $174,100
* Annual discretionary performance bonus between 0-30%
* 5% Profit Sharing Retirement Fund (PSRF) contribution, increasing to 10% after two years of service. Contributions are vested immediately and there is no waiting period
At BCG, we are committed to offering a comprehensive benefit program that includes everything our employees and their families need to be well and live life to the fullest.
Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
BCG is an E - Verify Employer. (Click here )( for more information on E-Verify.
Who We Are
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.
What You'll Do
As a Director – Cusomter Experience, BCG Vantage on our Topic Activation path within BCG's Marketing, Sales, and Pricing (MSP) Practice Area, you will be a key contributor towards the strategic agenda for the Customer Experience sector. You will 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.). You will also take ownership for the team's development and career progression.
Additionally, you will directly contribute to cases, proposals, client workshops based upon your own extensive experience in the domain. You will support SATT & Conferences, presenting expertise in meetings & conferences.
BCG’s Customer Experience consulting team help clients to transform their business at scale, driving cost-effective growth and life-time value through omnichannel and digital strategies. As a Senior Manager – BCG Vantage you will partner with consulting leadership to bring to market new consulting offers and provide case teams with the latest insight and tools to drive client impact.
You’ll serve as thought partner and subject matter expert to case teams and consulting leaders, helping to structure and solve complex issues. This is a diverse role that will see you engaged on a variety of product marketing, sales enablement, and expert consulting assignments. You’ll conduct research to support offer development and go-to- market; build / deploy client diagnostics to scope customer experience innovations and improvements; and partner with consulting teams to contribute to proposals and client workshops.
Success in this role requires a blend of analytical and creative skills. You’ll need to be able to conduct quant and qual analyses to map customer journeys and assess the business impact of meeting customer needs.
You’ll also need to be adept at understanding market priorities and crafting product messaging to communicate our customer experience value proposition and impact. It also requires an entrepreneurial flair. With the advent of AI, customer experiences and expectations are evolving fast. So are our clients. You’ll need to keep ahead of the latest innovations and work to constantly evolve BCG’s CX perspectives, insights, and client diagnostics so that we can answer our clients’ toughest questions.
YOU'RE GOOD AT
* Deep expertise in customer experiences across online and offline touchpoints
* Developing customer-centric strategies that drive growth, cost efficiency, and lifetime value
* Conducting quant / qual research to understand customer needs and pain points
* Mapping customer journeys, identifying "moments of truth," & designing target experiences
* Scoping & implementing AI, automation, and digital solutions to transform customer engagement
* Building data-driven business cases to prioritize CX investments and innovations
* Communicating with clients and stakeholders, in a credible and confident way
* Working collaboratively and effectively in a group dynamic often virtual
* Proficient in agile ways of working
* Being flexible and bringing a curious and creative mindset
* Navigating complexity and ambiguity
What You'll Bring
* 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 any of the following sectors: telecom, retail, banking, insurance, or travel (preferred)
* Strong business acumen and problem-solving capabilities
* Strong written and verbal communication skills
Who You'll Work With
As a Director - Customer Experience, BCG Vantage on our Topic Activation path, you will collaborate with global topic leads and colleagues across BCG to bring expertise and capabilities to the service of our internal and external clients. Our team is made up of a diverse pool of BCG Vantage positions that allow us to pursue exciting, innovative BCG Vantage careers.
Additional info
BCG Vantage is a powerhouse of expertise, seamlessly embedded within Practice Areas and markets to drive extraordinary impact. It equips BCG case teams and clients with cutting-edge expertise, proprietary assets, actionable data, and transformative insights that empower our case teams and enable our clients to achieve their aspirations.
With global experts across 20 Practices, covering more than 100 topics, sectors and offers, plus four focused geographic markets, BCG Vantage delivers unparalleled depth and breadth of insight & expertise.
BCG Vantage consists of three career paths, each playing a crucial role in delivering value to clients, case teams and practice teams.
* *Client Focus (Embedded Expertise)*
* Integrates into client-facing teams to deliver direct client impact through expertise, know-how, and proprietary tools and assets
* *Topic Activation (Sector Expertise with Proprietary Tool & Data Solutions)*
* Combines deep domain insights with our know-how and proprietary assets to address targeted challenges directly with clients and project teams; co-creates insights on industry trends and functional topics, proprietary data and tools, and teams to codify IP that all enables BCG to deliver excellent business value with its clients
* *Research (Practice Topic and Sector-Aligned Research and Insights)*
* Delivers actionable research and insights tailored to the client project’s needs; works with qualitative and quantitative data, conducts research and provides synthesized results from sources including commercial data, public and open source, company and industry research, macro-economic, commodities and trade data
Total compensation for this role includes base salary, annual discretionary performance bonus, contributions to BCG’s Profit Sharing and Retirement Fund (PSRF), and a market leading benefits package described below.
We expect total annualized compensation for Chicago & Boston based employees to be approximately the following:
* Base salary of $174,100
* Annual discretionary performance bonus between 0-30%
* 5% Profit Sharing Retirement Fund (PSRF) contribution, increasing to 10% after two years of service. Contributions are vested immediately and there is no waiting period
At BCG, we are committed to offering a comprehensive benefit program that includes everything our employees and their families need to be well and live life to the fullest.
Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
BCG is an E - Verify Employer. (Click here )( for more information on E-Verify.
This advertiser has chosen not to accept applicants from your region.
8
Director - BCG Vantage, Customer Experience (CX)
London, London
Boston Consulting Group
Posted today
Job Viewed
Job Description
Locations : London Boston Paris Chicago Madrid
Who We Are
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.
What You'll Do
As a Director - Cusomter Experience, BCG Vantage on our Topic Activation path within BCG's Marketing, Sales, and Pricing (MSP) Practice Area, you will be a key contributor towards the strategic agenda for the Customer Experience sector. You will 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.). You will also take ownership for the team's development and career progression.
Additionally, you will directly contribute to cases, proposals, client workshops based upon your own extensive experience in the domain. You will support SATT & Conferences, presenting expertise in meetings & conferences.
BCG's Customer Experience consulting team help clients to transform their business at scale, driving cost-effective growth and life-time value through omnichannel and digital strategies. As a Senior Manager - BCG Vantage you will partner with consulting leadership to bring to market new consulting offers and provide case teams with the latest insight and tools to drive client impact.
You'll serve as thought partner and subject matter expert to case teams and consulting leaders, helping to structure and solve complex issues. This is a diverse role that will see you engaged on a variety of product marketing, sales enablement, and expert consulting assignments. You'll conduct research to support offer development and go-to- market; build / deploy client diagnostics to scope customer experience innovations and improvements; and partner with consulting teams to contribute to proposals and client workshops.
Success in this role requires a blend of analytical and creative skills. You'll need to be able to conduct quant and qual analyses to map customer journeys and assess the business impact of meeting customer needs.
You'll also need to be adept at understanding market priorities and crafting product messaging to communicate our customer experience value proposition and impact. It also requires an entrepreneurial flair. With the advent of AI, customer experiences and expectations are evolving fast. So are our clients. You'll need to keep ahead of the latest innovations and work to constantly evolve BCG's CX perspectives, insights, and client diagnostics so that we can answer our clients' toughest questions.
YOU'RE GOOD AT
What You'll Bring
Who You'll Work With
As a Director - Customer Experience , BCG Vantage on our Topic Activation path , you will collaborate with global topic leads and colleagues across BCG to bring expertise and capabilities t o the ser vice of our internal and external clients. Our team is made up of a diverse pool of BCG Vantage positions that allow us to pursue exciting, innovative BCG Vantage careers.
Additional info
BCG Vantage is a powerhouse of expertise, seamlessly embedded within Practice Areas and markets to drive extraordinary impact. It equips BCG case teams and clients with cutting-edge expertise, proprietary assets, actionable data, and transformative insights that empower our case teams and enable our clients to achieve their aspirations.
With global experts across 20 Practices, covering more than 100 topics, sectors and offers, plus four focused geographic markets, BCG Vantage delivers unparalleled depth and breadth of insight & expertise.
BCG Vantage consists of three career paths, each playing a crucial role in delivering value to clients, case teams and practice teams.
We expect total annualized compensation for Chicago & Boston based employees to be approximately the following:
Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
BCG is an E - Verify Employer. Click here for more information on E-Verify.
Who We Are
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.
What You'll Do
As a Director - Cusomter Experience, BCG Vantage on our Topic Activation path within BCG's Marketing, Sales, and Pricing (MSP) Practice Area, you will be a key contributor towards the strategic agenda for the Customer Experience sector. You will 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.). You will also take ownership for the team's development and career progression.
Additionally, you will directly contribute to cases, proposals, client workshops based upon your own extensive experience in the domain. You will support SATT & Conferences, presenting expertise in meetings & conferences.
BCG's Customer Experience consulting team help clients to transform their business at scale, driving cost-effective growth and life-time value through omnichannel and digital strategies. As a Senior Manager - BCG Vantage you will partner with consulting leadership to bring to market new consulting offers and provide case teams with the latest insight and tools to drive client impact.
You'll serve as thought partner and subject matter expert to case teams and consulting leaders, helping to structure and solve complex issues. This is a diverse role that will see you engaged on a variety of product marketing, sales enablement, and expert consulting assignments. You'll conduct research to support offer development and go-to- market; build / deploy client diagnostics to scope customer experience innovations and improvements; and partner with consulting teams to contribute to proposals and client workshops.
Success in this role requires a blend of analytical and creative skills. You'll need to be able to conduct quant and qual analyses to map customer journeys and assess the business impact of meeting customer needs.
You'll also need to be adept at understanding market priorities and crafting product messaging to communicate our customer experience value proposition and impact. It also requires an entrepreneurial flair. With the advent of AI, customer experiences and expectations are evolving fast. So are our clients. You'll need to keep ahead of the latest innovations and work to constantly evolve BCG's CX perspectives, insights, and client diagnostics so that we can answer our clients' toughest questions.
YOU'RE GOOD AT
- Deep expertise in customer experiences across online and offline touchpoints
- Developing customer-centric strategies that drive growth, cost efficiency, and lifetime value
- Conducting quant / qual research to understand customer needs and pain points
- Mapping customer journeys, identifying "moments of truth," & designing target experiences
- Scoping & implementing AI, automation, and digital solutions to transform customer engagement
- Building data-driven business cases to prioritize CX investments and innovations
- Communicating with clients and stakeholders, in a credible and confident way
- Working collaboratively and effectively in a group dynamic often virtual
- Proficient in agile ways of working
- Being flexible and bringing a curious and creative mindset
- Navigating complexity and ambiguity
What You'll Bring
- 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 any of the following sectors: telecom, retail, banking, insurance, or travel (preferred)
- Strong business acumen and problem-solving capabilities
- Strong written and verbal communication skills
Who You'll Work With
As a Director - Customer Experience , BCG Vantage on our Topic Activation path , you will collaborate with global topic leads and colleagues across BCG to bring expertise and capabilities t o the ser vice of our internal and external clients. Our team is made up of a diverse pool of BCG Vantage positions that allow us to pursue exciting, innovative BCG Vantage careers.
Additional info
BCG Vantage is a powerhouse of expertise, seamlessly embedded within Practice Areas and markets to drive extraordinary impact. It equips BCG case teams and clients with cutting-edge expertise, proprietary assets, actionable data, and transformative insights that empower our case teams and enable our clients to achieve their aspirations.
With global experts across 20 Practices, covering more than 100 topics, sectors and offers, plus four focused geographic markets, BCG Vantage delivers unparalleled depth and breadth of insight & expertise.
BCG Vantage consists of three career paths, each playing a crucial role in delivering value to clients, case teams and practice teams.
- Client Focus (Embedded Expertise)
- Integrates into client-facing teams to deliver direct client impact through expertise, know-how, and proprietary tools and assets
- Topic Activation (Sector Expertise with Proprietary Tool & Data Solutions)
- Combines deep domain insights with our know-how and proprietary assets to address targeted challenges directly with clients and project teams; co-creates insights on industry trends and functional topics, proprietary data and tools, and teams to codify IP that all enables BCG to deliver excellent business value with its clients
- Research (Practice Topic and Sector-Aligned Research and Insights)
- Delivers actionable research and insights tailored to the client project's needs; works with qualitative and quantitative data, conducts research and provides synthesized results from sources including commercial data, public and open source, company and industry research, macro-economic, commodities and trade data
We expect total annualized compensation for Chicago & Boston based employees to be approximately the following:
- Base salary of $174,100
- Annual discretionary performance bonus between 0-30%
- 5% Profit Sharing Retirement Fund (PSRF) contribution, increasing to 10% after two years of service. Contributions are vested immediately and there is no waiting period
Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
BCG is an E - Verify Employer. Click here for more information on E-Verify.
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