WHAT YOU'LL DO

Boston Consulting Group (BCG) is seeking an experienced Global Senior Manager of Customer Experience (CX) Strategy to build and lead the CX function within the global marketing team. This role will focus on developing CX strategies and customer journeys for BCG’s top Fortune 500 clients, enhancing global campaigns through data-driven insights, and creating integrated experiences across digital and traditional touchpoints. Reporting to the Global Director of Customer Experience, this role will also manage a small team and collaborate cross-functionally to ensure seamless CX integration.

YOU'RE GOOD AT

Key Responsibilities:

1. CX Strategy & Execution

• Develop and implement customer experience strategies to enhance BCG’s global marketing campaigns targeting top Fortune 500 clients.

• Build integrated customer journeys to move target audiences from awareness to business discussions, ensuring alignment with commercial goals.

• Partner with product marketing, analytics, and account teams to ensure CX initiatives are embedded within BCG's global efforts.

2. Persona Development & Customer Insights

• Conduct in-depth customer research to create buying personas and Ideal Customer Profiles (ICP) that guide engagement strategies.

• Leverage insights to identify key touchpoints and prioritize strategic focus areas to shape customer journeys and campaigns.

3. Campaign & Journey Mapping

• Design and execute multi-channel marketing campaigns that align with customer journey touchpoints and drive engagement with key client segments.

• Develop journey maps for high-value accounts, integrating digital and traditional channels for maximum impact.

4. CX Research & Optimization

• Lead CX research to continually refine customer journeys and identify new engagement opportunities.

• Use performance data to track and measure customer satisfaction and engagement, optimizing CX strategies as needed.

5. People Management

• Manage and mentor 1-2 direct reports focused on user research, content strategy, multi-channel journeys, and CX strategy.

• Foster a collaborative, high-performance team environment that encourages innovation and growth.

Core Competencies

• Strategic Thinking: Ability to develop actionable insights from customer data to shape CX strategies.

• Data-Driven: Skilled in analyzing and interpreting data to inform persona development and customer journeys.

• Communication: Strong verbal and written communication skills, capable of translating complex insights into clear recommendations.

• Leadership: Proven ability to manage, mentor, and inspire a small team while aligning efforts with broader marketing goals.

• Project Management: Excellent organizational skills, able to juggle multiple projects and deliver on deadlines.

• Collaboration: Effective at building cross-functional relationships and working across geographies and functions to drive CX initiatives.

YOU BRING (EXPERIENCE & QUALIFICATIONS)

• 7-10 years of B2B experience in customer experience, journey mapping, and persona development.

• Bachelor’s degree in Marketing, Business, or a related field (Master’s degree preferred).

• Experience working with cross-functional teams in digital marketing, product development, and analytics.

• Proven expertise in CX research and journey mapping tools.

• Strong data analytics skills with experience using platforms like Tableau, Google Analytics, and Adobe Analytics.

• Familiarity with marketing automation platforms (e.g., Marketo, Salesforce) and ABM tools (e.g., Demandbase).

YOU'LL WORK WITH

CX sits within the BCG Global Marketing team, within Digital Marketing and Products. Your CX Strategist role requires close collaboration with Marketing Analytics, Audience Insights, and Product & Development teams, as well. Within the CX team, you have CX & Journeys, UX, and a designated Account & Commercial Marketing function—similar to traditional ABM, which present you with opportunities to build journeys and strategies in support of Commercial Marketers, Practice Area Marketing (Industry/Function-specific), plus, Business Development, GTM, and Sales focused colleagues. You will collaborate frequently with client account teams, including Managing Directors and Partners, and liaise with cross-functional teams to deliver cohesive, impactful customer journeys that elevate BCG’s brand and client relationships.