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Knowledge Expert - Customer Insights

Boston Consulting Group

Boston Consulting Group

Customer Service
London, UK
Posted on Sunday, June 9, 2024


As a Knowledge Expert (KE) within BCG's Marketing, Sales, and Pricing Practice Area (MSP), you will be a leader within a growing global team. You will work together with case and proposal teams to provide expert advisory related to our Customer Demand & Innovation (CD&I) topic and its centre of excellence, the Center for Customer Insights (CCI).

In this senior role, you will contribute to the management and enablement of a high-performing team of quantitative and qualitative consumer research experts within the CCI – with a focus on building processes and governance that allows the team to scale and drive greater impact. Core responsibilities will include:
  • Support internal commercialization of CCI through networking and internal capabilities / awareness-building sessions with key regional stakeholders, development & facilitation of insight trainings for generalist consultants, etc.
  • Being a “face” of CCI in the European and Middle Eastern region, fielding requests for support and serving as an advisor on CCI deployment models for case teams
  • Act as a thought partner to CCI leaders on optimal deployment of the team on cases, business development, and investments given availability and individual growth objectives
  • Oversight and maintenance of the team’s capacity and ongoing development / training
  • Manage Europe- and Middle East-based insight vendor screening, relationships, and subscriptions
And as a consumer & brand insights expert in your own right, you will contribute to insight-related proposals, casework, and the development of intellectual property (i.e., original research and publications) – particularly those that deal with questions of brand strategy (e.g. positioning, campaign development, activation, portfolio / architecture, etc.). You will engage in efforts to improve BCG’s proprietary approaches, build methodologies and tools, and work alongside generalist consultants on the execution of quantitative and qualitative consumer research, brand strategy, and brand activation efforts.

MSP & CD&I projects ignite growth for our clients’ brands across industries through best-in-class insights and strategies that are rooted in target customers’ needs. One project may involve writing a survey to inform the investment thesis for a consumer products client looking at acquiring a brand in a new category. Another project may involve developing, executing, and synthesizing new qualitative and quantitative research to inform brand extension opportunities for a travel and tourism client. Yet another may necessitate building a strategy to renovate the employer branding for a fashion and luxury client, or being part of the case team on the ground at a global alcohol brand that is trying to reset their brand positioning and roll it out across all consumer touchpoints.

Preference is for this candidate to be based in London, but for particularly strong candidates, there may be some flexibility to be based in a different metropolitan area where there is a BCG office.


  • Leading problem solving and solutioning for clients and driving towards pragmatic solutions tailored to the business context
  • Leading development and commercialization of knowledge and assets e.g. Consumer Sentiment diagnostic and assessment tools, frameworks, and materials
  • Engaging and communicating with senior stakeholders, demonstrating expert presence and credibility
  • Leading projects in a highly effective manner, mobilizing team to deliver on business priorities and commercial impact
  • You have a keen oversight on managing team capacities and skillsets, and in managing training programs to meet current and future demands.
  • Acting as a highly effective coach and mentor, guiding team members to achieve goals efficiently and effectively
  • Executing and/or leveraging customized primary consumer / customer research approaches to address brand-related client needs (e.g., positioning, brand architecture / portfolio strategy, creative briefing, partnership strategy, agency management, etc.)
  • Working in an ever-changing and complex environment, and comfortable with ambiguity and navigating a fast-paced environment
  • Strong ability to leverage and expand personal and professional networks to generate business opportunities and support internal marketing efforts.
  • Adept at navigating change and anticipating future needs.
  • Demonstrated experience in leading teams to improve coordination, deployment, billability, and a strong sense of affiliation.


  • 7+ years minimum industry experience (consumer insights and/or branding) required; 10-14+ years of industry experience strongly preferred OR 5+ years management consulting experience with focus including extensive experience in projects that leveraged customer research to address brand-related challenges; candidates with consulting experience preferred
  • Deep experience generating target customer / brand insights derived from a range of research methodologies (e.g., segmentation, attitudes & usage studies, MaxDiff, focus groups, online communities, etc.)
  • Expert in full lifecycle of consumer research: designing the approach / sample, writing questionnaires / discussion guides, managing fieldwork and related vendors, developing analytic plans, conducting data analysis, preparing compelling deliverables – with ability to coach junior team members on best practices
  • Preference for candidates with demonstrated experience using analytical skills to generate insights that inform business strategy; Mastery of Excel required; familiarity with tools such as Alteryx, SPSS, Tableau a plus
  • Bachelor's Degree required (advanced degree preferred)
  • Fluency in English required; fluency in French a plus
  • Strong business acumen and problem-solving capabilities
  • Strong written and verbal communication skills
  • Excellent interpersonal and communication skills


You will collaborate with global topic leads and colleagues across BCG to bring consumer insights expertise and capabilities to the service of our internal and external clients. Our team is made up a diverse pool of knowledge positions that allow us to pursue exciting, innovative knowledge careers.


The Knowledge Team (KT) is a group of functional and/or industry experts leveraging deep domain knowledge to enable insight for case teams and clients. KT members are affiliated to BCG Practice Areas, plugged into the strategic agenda and building and deploying leading edge IP data tools/assets to deliver insight.

BCG's Knowledge Team members have the opportunity to be staffed on cases and help co-create insights with case teams and clients through expert perspectives on industry trends, delivery of proprietary data or tools in a particular function and complex research and analysis of market information. KT members also support the PA’s business development and proposals and help to organize and codify the knowledge that enables BCG to deliver superior business value for its clients.