Prepare to Win

A sample job description − job overview and responsibilities − is provided below.

The text and the right column contain links to relevant chapters of Business e-Coach that will help you to build the desired competencies.





Your Role





The Employer is searching for a Director “Customer Experience & Innovation Consultant” to join our team to sell, shape and support digital business transformation (DBT) and service and product strategy engagements that lead to innovative and connected offerings for our clients and their customers. This role will participate in all phases of strategy – either for an enterprise or specific to a product or service–from context framing to value proposition development, the definition of roadmaps and design, and ongoing consultation. This role will sit in the Strategy & Consulting capability group and have the opportunity to support multiple industries. We are looking for an individual with a demonstrated track record of defining new products or reimagining services.


Customer Value Management (CVM)


Customer Value Journey

Sample Job Descriptions

User Experience Design Manager

Digital Experience Design

Strategic Product Design






What success will look like for you:





Cultivate and grow a book of client business by being the champion for customer insights and customer-oriented strategy with clients and internal teams

Provide senior-level consulting, planning, and leadership of DBT strategy, new product innovation, and service design journey reinvention projects

Articulate and frame a client’s customer and business problems, and the mutual value of recommendations, initiatives, solutions and phases of a strategic roadmap

Leverage a breadth of experience in customer insight, market insight, business strategy, product and service design thinking and technology into actionable strategy and execution that will delight and serve customers

Advocate for customers and b2b colleagues and the “experience” in conversations with cross-disciplinary teams, company leaders and analysts to grow the influence of experience thinking

Lead point of view development in net new business, identify organic growth opportunities within projects and existing client relationships

Synthesize information quickly, and apply this deftly through a combination of foresight, experience, and agility

Facilitate high stakes meetings, working sessions and workshops with sensitivity to client and team needs

Trace and clearly shape data and observations into actionable insights, implications, and initiatives for our clients

Lead strategic engagements that involve shaping a customer experience strategy through the deep analysis and understanding of generative research as well as ‘lean’ or hypothesis led approaches that use the principles of design thinking to build strategies through continuous prototyping and refinement of a value proposition

Devise and manage projects and key tracks of work (including other individuals) in accordance with established budget, work plans and quality standards while demonstrating measurable value and satisfaction for the client

Collaborate with clients and internal partners to generate ideas, products and strategies that utilize innovative technology and emerging channels – web, mobile, social, chat, kiosk, etc. – to complement traditional modes of service

Contribute to thought leadership internally in the form of practice development with the global Strategy & Consulting capability group; participate in the development and ongoing improvement of industry propositions and capability services through industry presentations and publishing.


Customer Experience Management


Customer Experience as a Love Story

Creative Director – Digital Experience Design


Product Strategy, Strategic Product Design









You’ll need these skills & experience:





Experience working with global Tier 1 brands and clients across different categories in a relevant role including: experience strategist, service designer, innovations strategist, digital strategist, experience research, etc.

Demonstrated experience in DBT strategy; customer journey transformation; agile-at-scale concepts, new proposition, product, service and business model innovation; customer value management; innovation capability building

Extensive knowledge of, and experience with, a range of user experience methods and tools including:

▪ Experience modeling and blueprinting

▪ Customer type creation

▪ Prioritization frameworks

▪ Roadmap development

Highly proficient at experience modeling techniques and/or service design; mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business

Expertise in analysis of research (and research findings) and their use in driving qualified thinking, strategy development and briefing

Led diverse teams of 5 or more people in dynamic and fast-paced and globally diverse environments with an ability to inspire innovation and great work

Comfortable working with a range of disciplines – design, management consulting, technology, product, etc. – from strategy definition to execution

Proven ability to handle large-scale, complex systems problems

Must be able to articulate strategies, concepts, initiatives, and roadmaps clearly through exceptional oral and written communication skills; good presenter and great listener

Successful record of developing relationships with clients, colleagues and partners

Successful record of contributing to business development and revenue generation

A self-starter with an entrepreneurial spirit with vision and leadership to help facilitate change within a team and the industry

Customer research fluency


Customer Experience Management


Customer Experience as a Love Story







The Manager will be responsible for working cross-functionally among internal stakeholder groups and the field to guide project development and lead execution of all key initiatives.


Cross-functional Expertise

Strategic Project Management




Partner with Internal and External Stakeholders to ensure successful end-to-end design and implementation of all product & design initiatives, inclusive of supporting the development of measurement plans for all tests and ongoing projects.


Strategic Design Thinking

Product Design

Strategic Achievement





Support the Sr. Manager, Global Product Strategy as well as the Product Showcase team in executing initiatives generated from both Product Showcase vision and customer feedback as initiatives are tested.


User Experience

Test Market Your New Product

Product Testing Tips




Support implementation and communication planning to drive change management efforts to ensure successful roll-out of all onboard catering initiatives; support Catering Communication plan and Change Management strategy for all initiatives.


Change Management


Learning SWOT Questions





About the Employer







The Employer is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers.

We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity.




United by our core values and our purpose of helping people thrive in the brave pursuit of next, our people combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

Our company helps clients thrive in the brave pursuit of Next by enabling the way they serve their customers, with the power of digital enabling capabilities and operating models in mind. We’re a community of some of the world’s brightest thinkers and doers, with bold and diverse perspectives, problem-solving creativity, and restless curiosity.






MBA makes you eligible.

MBS makes you desirable