CX Lead (customer experience) - Retail Consulting, Associate Director

JOB DESCRIPTION

Cognizant Consulting vertical is a high performing organization with an expanding client base and is increasingly being recommended by analysts such as Forrester and Gartner. As a Consulting Principal, you will shoulder multiple responsibilities that range from analyzing a client's business challenges, aligning them with their strategic objectives and working with senior leaders in the client organization to develop recommendations and chartering their digital transformation journey. You will lead teams in both strategic advisory and transformation projects.

Roles and Responsibilities include:

• Provide consulting services, while working very closely with our clients, helping them solve their most complex business challenges

• Deliver outstanding client results, while facilitating client teams in implementing recommendations that drive a great customer experience

• Lead business development pursuits such as RFI/RFP responses and writing proactive proposals, owning the responses from Consulting perspective

• Lead strategic discovery and assessment programs and workshops based on client’s business ask around Customer Experience related problem statements

• Lead independent/ joint working sessions with clients, develop user personas and user journeys and construct business case scenarios in support of clients’ agenda

• Become the Lead SME for at least 1 area within CX, supporting all go to market initiatives and RFPs/proactive proposals in that space

• Lead Thought leadership articles/whitepapers/industry PoVs and develop supporting collaterals

• Proactively support team expansion and hiring efforts

• Mentor and groom consultants and managers, driving a culture of consulting excellence, focusing on customer experience accelerators

Qualification:

• A degree with master’s in business administration or equivalent from a reputed college

Experience

• 14-20 Years’ experience in leading teams for Business Analysis/Product Management/ Consulting role (Retail / Consumer goods / Travel / Hospitality) + IT exposure

• Worked in Consulting or as an industry SME in Retail/Consumer Goods/Travel/Hospitality sector and managed a team of high performing consultants for fast paced pursuits and RFPs and delivery programs

• Experience in handling large-scale transformation projects and strategic advisory programs around Customer experience/ eCommerce transformation programs

• Experience in leading and driving business development pursuits and RFPs

Key Skills

• Strong communication skills (written and verbal) & workshop facilitating skills

• Strong leadership skills

• Ability to create and apply frameworks to design and present a solution

• Design user personas and journey maps and use cases with data driven mindset

• Demonstrated skills in Innovation & Thinking Out of the Box