Sparks Grove
Customer Experience (CX) Practice Development Manager
Atlanta, GA
Under 25%
JO-1701-8302


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Our firm has achieved significant growth and is regularly recognized as a Best Place to Work both nationally and locally in our communities. We are a collaborative, entrepreneurial firm that takes pride in our people, culture, clients and work-life balance.

Customer Experience Practice Development Manager

Our firm has achieved significant growth and is regularly recognized as a Best Place to Work both nationally and locally in our communities. We are a collaborative, entrepreneurial firm that takes pride in our people, culture, clients and work-life balance.

The North Highland Customer Experience (CX) Service Line is seeking a strategic, action-oriented team member to lead and support CX programs and CX practice development across the firm.

You’ll have a key role on a lean team charged with fostering our firm’s Customer Experience capability, from supporting the development of thought capital to enabling our client teams to deliver great work via evolved methodologies to developing our CX community. It’s a role to learn all about Customer Experience, to build a key capability for our firm, and to be challenged by diverse thinking from across the globe – all in a fast-paced environment working with an incredibly talented team.
 
Responsibilities Include:
  • Successfully executes strategies that build, embed, scale and communicate North Highland’s CX expertise both within the firm and market-wide
  • Leads the management and delivery of multiple work streams and coordinates the development of quality deliverables
    • Supports the development and execution of market-facing thought capital and sales materials to drive our CX position in the market
    • Supports the development and execution of internal firm-wide CX training initiatives
    • Contributes to business development proposals and identification of opportunities at new and target accounts
    • Maintains, organizes, optimizes and shares organizational CX knowledge assets across the firm
  • Organizes and facilitates team meetings and workshops
  • Builds and maintains positive relationships and credibility with peers, leaders and clients
  • Communicates progress and status updates to teammates in a clear and timely manner
Qualifications:
  • Bachelor's Degree required
  • Master's degree and/or relevant professional certifications preferred
  • 2+ years of management consulting, advisory, professional services, industry and/or Big 4 consulting experience
  • Experience in disciplines directly related to Customer Experience a plus (design thinking, customer research, user experience, marketing, change management, training, etc.)
  • Experience in creating and selling expert solutions and methodologies in existing and new client accounts a plus
  • Solid understanding of the management consulting and/or professional services industry
  • Experience independently managing projects through completion, managing others, delivering against desired business outcomes and managing project risk
  • Ability to work across industry sectors
 
Skills we’ll be looking for:
  • Ability to find clarity in complex business problems; resourceful problem solver who is comfortable with ambiguity; ability to make decisions with partial information
  • Strong project management skills; demonstrated track record of successfully managing large and complex consulting engagements, including managing complex internal projects
  • Ability to establish immediate credibility with teammates, partners and clients; can build consensus and achieve goals through influence
  • A demonstrated ability to partner and collaborate with a diverse range of resources and personalities with distinct perspectives
  • Excellent communication and presentation skills, both written and visual
  • Creative thinker with a natural curiosity
  • Ability to thrive in a dynamic work environment
North Highland is a global consulting firm with a proven record of enabling great returns on our clients’ investment. Our high-caliber consultants offer deep experience and expertise across many diverse industries and service areas. We specialize in solving tough business challenges, being easy to work with, and nurturing long-standing relationships with the most recognizable brands in the world. Ask any of our clients, and they’ll tell you.
 
North Highland is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, religion, national origin, age, sexual orientation, disability, veteran status, genetic data, or other legally protected status.
 
North Highland is a global management consulting firm known for helping clients solve their most complex challenges related to customer experience, performance improvement, technology and digital, and transformation. We add value and support our clients across the full spectrum of consulting, from strategy through delivery. We bring the big ideas, then we make them real. North Highland is an employee-owned firm, headquartered in Atlanta, GA, with more than 3,000 consultants worldwide and 60+ offices around the globe. The firm is a member of Cordence Worldwide (www.cordenceworldwide.com), a global management consulting alliance. For more information, visit northhighland.com and connect with us on LinkedIn, Twitter and Facebook.
 
North Highland is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, religion, national origin, age, sexual orientation, disability, veteran status, genetic data, or other legally protected status.

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