Director, Customer Experience

West Monroe Partners   •  

Chicago, IL

Industry: Business Services


11 - 15 years

Posted 58 days ago

This job is no longer available.


Client Development:

  • Cultivate new and existing client business development opportunities for the Customer Experience Practice, with an annual consulting revenue target minimum of $2 million.
  • Significant generation of weekly prospecting/networking activities (events, meetings, phone calls, emails) in the pursuit of new client acquisition and brand awareness.
  • Actively build a national professional network
  • Actively participate in relevant industry organizations and associations.
  • Excellent understanding of client's business needs turning those goals into concrete projects and detailed proposals.
  • Lead development of proposals, work plans, pricing estimates, and risk assessments for project prospects.

Client Delivery:

  • Lead engagements by communicating and reporting project status to C-level executives and IT management, including budget, risks, issues, etc.
  • Deliver results that clearly meet quality objectives and provide value to the client.
  • Report project budget and finances both internally and for clients.
  • Inspire and energize project teams under your direction. Mentor and manage teams of younger consultants to ensure quality of delivery and to keep projects on time and budget.
  • Quickly respond to client requests for immediate issues while also being able to drive projects to completion. Ensure strong commitment to client service among all personnel on the team.
  • Analyze each client's specific request and determine the underlying problem and recommend proper solutions, demonstrate by clients and market to have the technical, industry and functional knowledge necessary to provide the highest quality client service.
  • Demonstrate strong history of follow on work at clients and referrals of business from existing clients

Practice Development:

  • Lead, mentor and grow consultants and actively participate in the performance management process. Motivate high quality performance by personnel supervised through example and constructive feedback.
  • Encourage and facilitate an atmosphere of continuous learning.
  • Participate actively in the recruiting process for additional practice managers and consultants.
  • Entrepreneurial desire and selflessness to give your time, energy, and passion to growing the firm's culture and our people both inside and outside of office hours.


  • A BS degree; MBA preferred. Must have led a relevant consulting group or practice
  • 10+ years of experience designing and delivering human centered experiences that help organizations build modern operating models that are enabled through technology to become more customer centric by creating effortless interactions, promoting customer loyalty, increasing revenue, and improving collaboration across geographies and business functions.
  • Relevant experience and familiarity with contact center strategy, business processes, telephony infrastructure, and CRM.
  • Relevant experience with leading customer experience transformation initiatives from visioning and strategy articulation through technology implementation, organizational change and sustained value creation
  • Strong client development and an active professional network of contacts
  • Membership and visibility in relevant professional organizations
  • Publication in designated area – this is ideal, not required
  • Strong project management methodology background, including schedule, scope, issue and risk management experience, change management, strategic planning and analysis
  • Industry designated certifications is a plus
  • Excellent organizational, verbal and written communication skills
  • Strong communication skills to be able to work with clients and present to C-level executives