Director of Consulting, CX

The Director of Consulting is responsible for overseeing the development and implementation of experience strategies and analytics solutions for our clients’ employees and consumers, as well as directly managing and mentoring a team of CX strategy and Business consultants. The consulting team works with cross-functional CSG teams and partners to accomplish high impact outcomes for our customers using a broad suite of tools and methodologies.  The team supports concurrent customer projects to bring simplicity to complex business problems by introducing proven facilitation, research, strategy formation techniques, and data analytics and findings. In this role, the Director of Consulting will be responsible for directly leading, as well as managing and coaching team members that facilitate highly visible, client-facing workshops, and supports the sales teams in recommending innovative solutions.

Manage and grow the Consulting Practice and team.

• Guide the definition of vision, strategy, consulting frameworks, and deliverables to ensure innovative future outcomes (i.e. products and services).

• Provide coaching and professional development. Work with the recruiting team to hire and onboard new consultants.

• Have a working knowledge of all ongoing customer engagements. Provide oversite for concurrent projects to drive solutions that result in measurable business outcomes for the customer.

• Guide management of workforce planning to prioritize deliverables and work activities based on team’s available capacity.

• Recommend and deploy a range of qualitative and quantitative data gathering methodologies to further survey and understand our clients’ quantitative data needs.

Identify and advance CSG strategies and objectives.

• Ensure that all strategic initiatives are aligned with the company's values and mission. Refine and develop strategic services offered.

• Represent Business Consulting, Strategy & Advisory practice to clients, industry conferences & forums as well as in blogs, white papers, etc.  

Support the sales and delivery of consulting solutions.

• Collaborate with executive CX leadership, Product, and Presales leaders to identify and scope opportunities for growth/maturation of offerings. Participate in business development activities through direct client interaction via maturity model assessment workshops, interviews, ROI modeling sessions, workshops, and using creative problem solving to identify and define product, system and service solutions.

• Lead the selection and training of systems and processing tools. Guide our team to make sense of customer requests and align them to deliverables that are oriented towards high value business outcomes

• Participate in the development of project proposals based on an understanding of client business needs with design, team needs, and pricing.  Assist sales team to drive to completed sale with signed Statements of Work 

• Lead in the definition and creation of work products (i.e., journey maps, use-case personas, business problems, empathy maps, data and reporting requirements, core values, etc.) that direct decision-making for clients and CSG solutions experts, such as designers and developers.

• Proactively influence effective success plans, raise risks related to delays, product, or other customer issues and participate in mitigation strategies.  Ensure consulting deliverables align with and appropriately meet or exceed client goals and CSG standards. 

Is this opportunity right for you? We are looking for candidates who:

• Bachelor’s degree in business, data science, computer science or related field required or the equivalent work experience.

• 10+ years of strategy, business, and data analytics consulting experience, preferably with a focus on CX/EX, strategic advisory, operating model development, data driven insights, process improvement, and technology strategy

• Proven track record of developing and executing successful growth strategies.

• Excellent leadership and communication skills.

• Strong understanding of customer journey mapping, persona development, data analysis, and customer research.

• Excellent data analysis skills.

• Strong project management skills.

• Ability to work collaboratively with cross-functional teams.

• Demonstrated ability to lead, coach and mentor teams.

Knowledge, Skills and Abilities

• Demonstrated leadership and management capabilities, including the ability to lead teams, drive change, and inspire cultural transformation to achieve business objectives.

• Strong understanding of the implementation process, including project scoping, planning, execution and delivery.

• Strong focus on change management consulting, industry trends, qualitative and quantitative data analysis including statistical techniques, general data analysis and trend analysis among others

• Experience with one or more Business Intelligence, or Data Analysis Tools desirable (Tableau, Domo, SPSS, R etc.)

• Understanding of customer experience principles, methodologies, and best practices, with a focus on driving customer satisfaction and loyalty.

• Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders at all levels.

• Proficiency in project management tools and methodologies (e.g., Agile, Scrum) and CRM systems.

• Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment

• Ability to use a personal computer.  Proficiency with other Microsoft Office applications.

• Ability to read, write, speak, and understand the English language in a business environment. 

Please submit your application at csgi.com/careers. Applications will be accepted for at least 5 days from original posting date.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.

This role is eligible for a bonus opportunity.

Location(s):