Senior Manager Digital Strategy Customer Experience ( CX )

West Monroe Partners   •  

Los Angeles, CA

Industry: Business Services


5 - 7 years

Posted 53 days ago

Our consultants work on the front lines, partnering with clients to deliver game-changing solutions in the most dynamic industries. Our mission is to help Sr. Executives build business value by accelerating their organization to sustainable advantage in the marketplace. Your West Monroe team will be comprised of our industry specialists as well as your technical and functional counterparts. Together, we work with client leadership to set vision, define strategy, and execute from strategy to technical implementation add the value that only West Monroe Partners can.

You'll be part of, and help lead, a team that takes as much pride in how it grows -and how much fun it's having - as it has in the quality of the work we deliver. We enjoy our startup culture, and place high value in face-to-face time with our colleagues when we are not on client site. As a Manager at West Monroe, you will help set the direction for this growing team.


Client Delivery:

Serve as both hands-on Business Consultant and Project Manager for several key clients. Responsible for day to day operations on one or more projects.

Lead project teams/work streams to define customer experience strategies and technical implementation programs, outline engagement structure and deliverables, ensure quality work and client satisfaction; manage project finances; identify and mitigate engagement risks.

Manage relationships with client stakeholders and sponsors.

Ability to quickly understand client environments and create strategies and technical implementation plans that align with client needs.

Mentor and manage teams of Junior Consultants to be able to keep project on time as well as review work done by the team.

Understand how to use research and leverage strategic thinking to materially alter our clients' customer experience strategy, including development of personas, journey maps, service blueprints, etc.

Understand CRM technologies being used on a project to be able to direct how to design, develop, and test a platform implementation project.

Quickly respond to client requests for immediate issues while also being able to drive projects to completion.

Analyze each client's specific request and determine the underlying problem and recommend proper solutions.

Able to work with larger management teams and determine interdependencies between the WMP projects and other initiatives.

Work hands on in creating deliverables which could include strategy, design, development, testing application and delivering training.

People and Practice Development:

Coach and manage consultants from a project and career perspective, actively engage in feedback, annual performance and personal development.

Participate actively in the recruiting process for other consultants.

Drive the development and enhancement of WMP's methodologies and approaches to client delivery and provide thought leadership for internal practice development.

Be a visible and engaging leader in the office and on client site, taking time to meet with and engage all members of the Customer Experience team.

Business Development:

Actively participate in business development with prospective clients including solution definition, pre-sales strategy, estimation, work plans and risk assessment.

Present solutions and proposals to clients and prospects.

Partner with WMP leadership to successfully develop and manage key client relationships

Work with existing clients during the course of a project to find and qualify new business development opportunities.

Actively build a professional network and affiliate network in the local community.

Participate in key client relationships and growing those accounts within Customer Experience practice and cross selling to other areas within WMP.


The ideal candidate will have 6+ years consulting experience, having led and managed client engagements across several industries

Experienced candidates must have at least two years of hands-on experience in ownership or implementation of Customer experience programs, including both strategic and technical projects

Knowledge and implementation of core CX efforts end-to-end, including customer research, strategy, vision, design, development, testing, and associated change management practices

Knowledge of and hands-on experience working on the platform, or on other CRM packages (Microsoft CRM, SAP CRM, SalesLogix, Oracle On-Demand, etc.)

This is not a remote position. Able to travel as needed to meet clients or lead projects on site, and also work face-to-face with colleagues at our office to promote our culture and mentor junior colleagues

Excellent organizational, verbal, presentation/facilitation and written communication skills

Ability to work well independently and with teams including project stakeholders and project team members

Interest in developing methodologies, leading teams and evolving a practice

Proactive desire to continue to broaden and deepen business and consulting skills