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Sr. Manager Customer Experience and Innovation
Boston, Massachusetts  |  Remote
Contract Position
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Applied on September 18, 2021
Job Id #50453 Posted September 10, 2021

Remote in the US working West Coast Hours

As a Manager, Customer Experience & Innovation (CXI) Consulting, you will sell, shape and support digital business transformation (DBT), or service and product strategy engagements that lead to innovative and connected offerings for our clients and their customers. You will participate in all phases of strategy, either for an enterprise or specific to a product or service.


Your Impact:

  • Articulate and frame a client’s customer and business problems, and the mutual value of recommendations, initiatives, solutions and phases of a strategic roadmap
  • Bridge strategy concepts to designed products and services by leveraging our capabilities in product innovation, service design thinking, and customer research
  • Collaborate with clients and internal partners to generate strategies and value propositions that utilize innovative technology and emerging channels–web, mobile, social, chat, voice, kiosk, etc. – to compliment traditional modes of service
  • Synthesize information quickly, and apply this deftly through a combination of foresight, experience, and agility
  • Facilitate meetings and workshops with sensitivity to client and team needs
  • Demonstrate traceability and clear shaping of research, data and observations into actionable insights, implications, and initiatives for our clients
  • Help to plan, estimate, and manage a track of work (including other individuals) in accordance with budget, deliverables and quality standards while demonstrating measurable value and satisfaction for the client
  • Help to grow the business–both in the strategy capability and in support of our industry go-to-market teams, being the champion for customer, market, and technology insights and strategy with clients and internal teams
  • As part of career growth, supervise and nurture junior team members
  • As part of career growth, contribute to thought leadership internally in the form of practice development with the global Strategy & Consulting capability group; participate in the development and ongoing improvement of industry propositions and capability services through presentations and publishing


Skills and Experience:

  • Experience working with globally recognized clients across different categories, or notable, exceptional work with mid-sized organizations
  • Experience with a range of customer experience strategy approaches, e.g. customer research and modeling, service design, new product innovation and value proposition development, prioritization methods, business case development, road-mapping, etc.
  • Highly proficient with experience modeling techniques and/or service design; mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business
  • Experience bridging “digital” and non-digital products and services
  • Led diverse project/product teams (or tracks within teams) in dynamic, globally diverse environments
  • Thriving in collaboration with multi-disciplinary team including strategists, designers, engineers, product managers and clients
  • Attention to detail and ability to partner with clients and internal teams
  • Clear articulation through exceptional oral and written communication skills; strong presenter and great listener
  • Willingness to contribute to new business development and revenue generation
  • A self-starter with an entrepreneurial spirit

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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