About Us & The Role
Are you passionate about understanding what customers truly need and designing experiences that delight them? Do you have the desire to be part of a company whose vision is to continuously be the greatest customer engagement services company in the world? Do you want to be part of a company that is rich in Diversity and Talent? Then we have the perfect role for you!
At Concentrix Catalyst, we create exceptional customer engagement, accelerate digital transformation, and deliver actionable customer experience (CX) improvements. We focus on tapping into sentiment and building an emotional connection that keeps customers fanatical about our clients’ brands.
Concentrix Catalyst is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive companies from around the world to future-proof their business and stay ahead of the competition and evolving customer expectations.
Concentrix Catalyst is searching for a talented CX Strategy & Consulting Group Manager to lead one or more consulting teams through customer experience transformation projects for large clients. You will manage multiple projects concurrently, while proactively identifying real-time business needs and providing insights for quick wins. You’ll guide your teams to develop customer-centric insights and strategic recommendations that drive measurable business impact.
This role requires a strategic thinker with extensive consulting expertise. You’ll have deep customer empathy and experience developing journeys that improve customer interactions and build brand reputation and equity. You will demonstrate a high level of creativity, independent initiative, attention to detail, and advanced analytic skills. You must be self-sufficient, self-motivated, comfortable working in ambiguous situations, and have the leadership aptitude to inspire excellence in others. This role requires strong organizational, multitasking and planning skills as well as a high commitment to quality and outstanding internal and external stakeholder management.
Essential Functions/Core Responsibilities
Customer Experience Strategy & InsightsServe clients across a range of industries to drive impactful business value through improved customer journeys and better customer experiencesMap and analyze end-to-end customer journeys across all touchpoints to identify friction points, moments of truth, and opportunity areasCombine behavioral data, feedback metrics (NPS, CSAT, CES), and qualitative insights to understand the "why" behind customer actionsAnalyze external market dynamics, competitive customer experiences, and emerging CX trends to develop strategic recommendationsApply design thinking and human-centered design methodologies to create innovative customer experience solutionsDevelop customer experience strategies and roadmaps with calculated ROI/impact expectations and risk scenariosClient Consulting & DeliveryBuild trusted client relationships through proactive account management and exceptional project deliveryLead 1-2 client engagements concurrently, or a single client account with multiple embedded work streamsServe as the subject matter expert (SME) responsible for overall consulting project deliveryDevelop consulting approach, document deliverables and manage timelines for client engagementsBuild compelling business cases that balance customer value with operational feasibilityLead internal and client-facing presentations to provide CX thought leadership, strategic findings, and recommended experience improvementsManage consulting contract, timeline, budget and all deliverables for client projectsPartner cross-functionally to translate customer needs into actionable business solutionsInfluence clients to invest in customer experience improvements through compelling business casesTeam Leadership & DevelopmentLead a high-performing consulting team to deliver quality customer insights, thought leadership, and clear data-driven recommendationsOversee and perform day-to-day people management of multiple direct/indirect reportsTeach others how to derive customer insights that are not obvious, recognize account growth opportunities, and have a solid business case for successCoach team members on consulting excellence, customer empathy, and strategic thinkingLead team in ambiguous situations and unstructured client environmentsPractice Building & Business DevelopmentSupport CX consulting business development and provide expertise in customer experience strategy, journey design, and VOC analyticsParticipate in practice building activities including recruiting, developing pre-sales marketing materials, and creating CX thought leadership contentStay current on emerging CX trends, methodologies, and industry best practicesRequired Experience & Expertise
Minimum 8 years' experience in customer experience consulting, CX strategy, customer insights, or management consulting with CX focusProven ability to use Voice of Customer (VOC) methodologies including surveys, interviews, ethnographic research, and sentiment analysisExperience with CX metrics (NPS, CSAT, CES) and translating them into actionable strategic recommendationsSolid understanding of how customers interact across channels and touchpoints, with ability to identify friction points and opportunity areasDemonstrated ability to plan and manage the work of consulting team members and consistently deliver high-quality stakeholder deliverablesProven track record leading teams through complex, ambiguous situationsAdvanced analytical and quantitative skills with ability to work with multiple large data sourcesAbility to effectively structure customer problems, design solutions, and influence stakeholdersExperience developing key consulting deliverables: customer journey maps, ROI analysis, strategic assessments, experience design recommendations, business cases, communicationsAbility to work with large data sets and combine quantitative analysis with qualitative customer insightsAdvanced knowledge of customer journey mapping and experience design methodologiesKnowledge of data analysis methodologies; familiarity with process improvement frameworks (Six Sigma, Lean)Advanced proficiency with Microsoft Office applications, especially Excel and PowerPointExperience with customer journey mapping tools (Smaply, Miro, Lucidchart) preferredExcellent written communication skills and oral presentation skillsStrong interpersonal communication skills and ability to work well in cross-functional teamsAbility to present complex customer insights and strategies to senior executivesConsulting presence with ability to influence and build trusted advisor relationships Apply Now