Senior Manager, CX Consulting

<strong>Everyone at LRW is responsible for pioneering new ways, opening new doors, and contributing to a culture of the most brilliant and beautiful minds in the business.</strong>

New York

LRW, a Material Company

<p>Technologists and creators. Strategists and designers. Researchers and storytellers. LRW is now a Material Company, powered by sophisticated analytics, deep human understanding, and design thinking. This page contains job postings for LRW and several other Material companies. Want to join us?</p>

keywords: summary,build,leadership,join,analysis,technical skills,education,leadership,design,program,experience,analysis,travel


Overview: This role is for Strativity, a sister company of LRW Founded in 2003, Strativity was created with the vision of delivering brand-defining customer experiences by unlocking the exceptional potential of empowered employees. This passion for enhancing people&rsquo;s performance is at the core of our DNA&ndash;and it&rsquo;s the best pathway to profitable, sustainable results. Strativity is now a Material Company.&nbsp;
Responsibilities: As a Senior Manager at Strativity you will: <ul> <li>Join a close-knit, hard working team that is leading world-class organizations into a new era of customer centricity &mdash; empowering businesses to lead with purpose and humanize their brands so that they are positioned for growth</li> <li>Build deep client relationships, acting as a steady partner through the uncertainties of customer transformation</li> <li>Play a critical leadership role at the firm, cultivating talented employees, collaborating with multiple teams, developing business, and building CX expertise within Strativity and across Material+</li> <li>Take responsibility for cracking clients' toughest problems and presenting insights in a compelling way that enables the client to take action.</li> </ul>
Requirements: You'll thrive in this role if you're a: <ul> <li>Strategic thinker: Ability to assess and forecast changing customer habits and expectations to guide your client&rsquo;s CX strategy across all customer channels and touchpoints.</li> <li>Strong program manager: Act as the primary lead on multiple client programs with responsibility for program strategy, work streams, project teams, project financials and deliverables.</li> <li>Thoughtful mentor: Play a key role in coaching team members to improve their skills and capabilities, set and reach career goals, improve communication skills, improve teamwork, and develop self-awareness and emotional intelligence.</li> <li>Experience designer: Help client organizations visualize and articulate desired end-user/customer experiences and provide guidance during the planning and execution of CX enhancement activities.</li> <li>Confident facilitator: Effectively design and lead workshops and meetings; compelling and articulate presenter to audiences at all levels of a client organization, including the c-suite</li> <li>Data driven problem-solver: Excels at organizing and navigating client data from multiple sources; harvests insights that support the identification of new CX opportunities and customer journey enhancements; able to effectively synthesize findings and tell a compelling story based on findings.</li> <li>College graduate: 5+ years of experience in strategy consulting and/or customer experience; MBA or Master&rsquo;s Degree preferred</li> <li>Willing to travel up to 75% of time (travel on hold until further notice due to Covid-19)</li> </ul> Technical Skills: <ul> <li>Proficient to advanced in Microsoft Suite, especially PowerPoint, Outlook and Excel</li> <li>Basic/advanced formulas, pivot tables, v-lookup, indexing in Excel</li> <li>Overall technical savviness and ability to learn new tools&nbsp;</li> <li>Certifications in PMP, CX, Six Sigma are a plus.</li> </ul>