Manager - BCG Vantage, Customer Experience (CX)

Locations: Madrid | Paris

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 Manager - BCG Vantage, Sales & Service (Topic Activation path, Marketing, Sales & Pricing Practice Area), you'll bring expertise in Customer Experience (CX) and Sales to a growing global team. A core part of this role is helping colleagues who are putting together a client pitch for CX-related projects. Understanding client needs and confirming the BCG Sales & Service team is the right fit (or pointing them to who is). Surfacing client pain points and pulling together relevant client examples. Sharing POV and thought leadership materials, including building Sales.AI-powered product demos. Identifying topic experts to support the pitch, and bringing in senior BCG support when it's truly needed to close the deal. You'll also serve as a thought partner and CX content expert to case teams and topic/sector leaders, helping structure and solve complex client issues, bringing the full breadth of BCG’s Customer Experience expertise to each opportunity.

Additionally, as a Manager in BCG Vantage you will drive development of intellectual property and knowledge assets to support the CX topic business, serving as an active contributor to commercialization efforts for the CX topic, whilst working with business leaders to drive proposals & go-to-market efforts. As a Manager, you may line manage a team of junior colleagues, taking responsibility for their goal setting, ongoing feedback and career development support.

Our Customer Experience (CX) team helps clients build customer-centric strategies and operating models across four core areas: Commercial & Customer Relationship Strategy (translating customer research and insights into a customer-centric company strategy); Channel Optimization (diagnosing channel performance and redesigning the channel mix across store, phone, digital and other channels); Customer Journey Redesign (mapping current-state, end-to-end customer journeys and designing target-state journey blueprints); and CX Operating Model design (the org, governance and KPIs needed to sustain customer centricity over time).

YOU'RE GOOD AT

• Understanding customer expectations and pain points through qualitative and quantitative research, and translating that into a customer-centric commercial and relationship strategy

• Diagnosing channel performance and helping redesign the channel mix across store, phone, digital, and other channels

• Mapping current-state, end-to-end customer journeys and designing target-state journey blueprints

• Designing the org, governance, and KPIs needed to sustain customer centricity over time

• Bringing curiosity and rigor to orchestrating complex sales cycles and deals, from qualification through close

• Helping colleagues shape and put together a strong customer-experience pitch for a client, quickly understanding what’s needed, confirming you’re the right person to help (or pointing elsewhere), and pulling together the right examples, experts and/or materials to support

• Communicating with senior stakeholders, demonstrating the ability to engage your audience effectively

• Managing a portfolio of projects, with strong awareness of business priorities and commercial impact

• Training, coaching, and mentoring junior team members

• Working in an ever-changing and complex environment, and comfortable with ambiguity and navigating a fast-paced environment

What You'll Bring

• 3+ years consulting experience in relevant customer service topic required; candidates with consulting experience preferred

• In lieu of consulting experience, 4+ years minimum industry experience required; 6-10+ years of industry experience strongly preferred

• Bachelor's degree in relevant field

• Some experience mentoring or coaching colleagues

• Hands-on experience in a B2C context in one or more of the following: customer research (translating qualitative/quantitative insights into strategy), channel performance diagnostics and channel mix design, customer journey mapping and redesign, or CX operating model design (org, governance, KPIs)

• Demonstrated curiosity and skill in orchestrating complex sales cycles and deals, including presales, demo creation, and deal conversion; key account management experience is a plus

• Experience helping teams put together a strong client pitch, from understanding what’s being asked, to making sure the right individuals are involved, to working cross-functionally to pull in the proper materials and experts

• Experience learning and applying AI-enabled tools

• Nice to have (not required): some experience or interest bridging Marketing and Sales & Service topics

• Fluency in English; other languages requested in certain locations

• Outstanding interpersonal and communication skills to interact with internal and external stakeholders while working in a global collaborative team environment

Who You'll Work With

As a Manager, 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.

Our teams combine deep domain expertise with proprietary know-how and data assets to address targeted challenges directly with clients and case teams; co-creating insights on industry trends and functional topics, building proprietary data and tools, and codifying expertise that helps BCG deliver excellent business value to its clients.

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.

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.