We are looking for a Director – Customer Experience (CX) consulting, to be part of the Retail, Consumer Goods, Travel and Hospitality (RCGTH) practice. The candidate must possess 16-18 years of relevant domain experience and a mix of working in technology, consulting and digital transformation roles will be preferred. Prior experience in a consulting firm needed. Will need to bring strong CxO engagement skills and the ability to connect with business and technology stakeholders. Candidates for this role should be collaborators, thrive in a team-based environment, and are adept at following established sales, delivery, and practice line management processes. This role will work with multiple service lines including experience strategy, UX design, creative, web platforms, marketing, enterprise applications, ecommerce, CRM, and analytics to deliver integrated solutions.

Key responsibilities,

• Lead the CX consulting practice, for the business unit (BU), and build competencies around experience transformation areas like unified commerce, marketing, social media, customer loyalty, CRM, new-customer engagement models, guest experiences, store experiences and process re-engineering


• Defining & executing the CX sub practice growth strategy


• Develop, manage and grow a team of consultants- to execute programs across the CX landscape


• Drive and manage a geographically dispersed team-based environment on multiple priorities


• Work closely with the BU and horizontal teams, to identify, plan and execute the right consulting business expansion strategy


• Work closely with clients to understand their business objectives, their customer needs, industry challenges, market trends, and growth opportunities


• Lead design sessions, facilitate, and lead stakeholder interview and assessment or innovation workshops


• Bring thought leadership to the CX space within RCGTH domain and participate in industry and client discussions


• Help develop strategic  and differentiated solutions, through research, analytics data, customer needs and journeys, business, competitor, and experience assessment findings

Capabilities required:

• Expert level written, verbal, and presentation communication skills


• Consulting delivery execution and handling multi-shore engagements / projects


• Ability to comprehend complex scenarios and propose effective solutions


• Build effective relationship with clients, partners and internal teams

Domain Skills

* Proficiency Legends