WHAT YOU'LL DO:
We are seeking a strong candidate to work closely with the Customer Experience business leadership and expert team and as the Product Manager for products within the Customer Experience business.
As a Product Manager, you will be in charge to lead and coordinate the different Product Management activities, to support the development of our Customer Experience (CX) products, such as Customer Journeys @ Scale, eCommerce & Omnichannel Experience, Loyalty & Customer Relationship Management, and Customer Experience Measurement & Org. Product management activities include:
- Product Strategy and Plan. Drive yearly planning exercise around the CX products, articulating the needs / pain points from our clients, how they evolve, how our CX products can respond to these needs and how we differentiate from competitors. You will be supporting the development of a clear product architecture, articulation around Key programs, and connection with other offers.
- Strategic analysis and reporting. With support of the Practice Operations and Finance teams, put in place relevant KPIs and help track business progress.
- Product Governance. Support the CX leadership team in setting up and orchestrating the right governance, prepare and animate the regular meetings / calls associated to it
- Prioritization and Backlog Management. Help teams align on priorities, based on the plan, and manage the backlog of activities to support the development of the CX offer; as well as communication, marketing and go-to-market activities (internally and externally)
- Product Development. In collaboration with experts and knowledge teams, contribute to the development and dissemination of the CX topic content; in particular ensure consistency between different content initiatives and drive development of some pieces of content
- Management and support to the CX go-to-market per sector. In collaboration with different sector teams, align on Sector priorities and specific go-to-market plans (incl. customized content needed, specific campaigns, and priority clients)
- Product Marketing and Communication. Together with the leadership team and marketing teams, develop product narrative, as well as communication plan and contribute to its execution
- Sales and Execution Support: contribute to relevant plans to build necessary capabilities internally (or externally) to best support the offer execution; support training and enablement of our teams.
As part of Product Management chapter, you will work closely with your topic teams, but also with your Product Management colleagues and contribute to the definition and exchange of best practices across the community. You will also be contributing to some initiatives driven across our offers to support all (eg client references program, contribution to integrated offers and narratives, etc).
YOU'RE GOOD AT:
Successful candidates will feel comfortable operating in a "start-up mode" within the company and with multiple players, have strong project management skills, the aptitude to see and hold the big picture, yet also manage the details. Comfort with ambiguity, evolving priorities and eagerness to lean in to support team/projects when needed, are also pre-requisites.
In particular, successful candidates will show the following abilities:
- Orchestrate complex agendas, align senior leadership, prioritizing activities and working with others to get things done (in a distributed organization)
- Manage and execute projects efficiently; provide hands-on support to multiple activities, often requiring strong consulting skills (slides writing, effective communication, some analytics)
- Collaborate and communicate with various teams and individuals, with different level of seniority in different geographies and with different background; be able to communicate with senior leaders and be a connexion point for the community
- Ability to contribute to the development of the Offer content (set projects teams supporting the development of new IP for success, contribute to the development of new assets to support the offer, etc.)
YOU BRING (EXPERIENCE & QUALIFICATIONS):
Education and Experience:
- Bachelor's degree Required; Advanced Degree Preferred
- 8+ years industry experience or 6+ years consulting experience
- Experience as a project leader/experienced senior consultant or professional in the area of customer experience/journeys/e-commerce/loyalty preferred
- Previous experience in BCG is a plus, ideally in a Project Leader, Senior KT or BST manager role
- Highly knowledgeable and analytic
- High motivation and interest for customer experience topics is a must
Other Skills:
- Excellent command of the English language
- Strong work ethic, service-mentality, autonomous and self-starter
- Ability to multi-task, prioritize, operate effectively in a matrix organization and a fast-paced environment, proactively manage expectations
- Strong written and verbal communication
- Strong problem solving and analytical skills
- Ability to influence senior members, credibility, strong interpersonal skills
- Collaborative team player, ability to maintain discretion when needed
YOU'LL WORK WITH:
Our business management and operations team members work to ensure that the company is running smoothly, efficiently, and productively. We are made up of executive and administrative (or case team) assistants, visual service artists, receptionists, facilities staff, and the team leaders and office coordinators who manage these operations and business management jobs.