TeleTech is seeking a Director, Customer Experience Consulting to join our Consulting team. This role is East Coast based and does require travel.
Chances are that as a consultant you were always interested in coming up with solutions, in being part of building something original, something that required your particular expertise and fully utilized your leadership, advisory and innovation abilities. If your current reality isn’t matching the dream, consider TeleTech.
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We are looking for a Director, CX Consulting for our Strategy and Performance practice who has a holistic perspective on seamless omnichannel customer experience, digital solutions, and technology optimization. As a Director, you will help to develop and deliver our capabilities to the market place through consulting, account management, and sales. Do you have a passion for innovating new ways to surprise and delight customers? Do you eat, drink and sleep customer experience? Have you built a career of designing and implementing frictionless interactions between businesses and their customers? That is what we are looking for!
What you’ll be doing:
Delivery and Account Management (~70%)
Hands on delivery of engagements while guiding the execution and growth strategy
Accountability for engagements including quality of delivery, project profitability and people management.
Represent the practice in as a trusted advisor and expert to the client.
Provide leadership for key strategic initiatives and collaborative initiatives with TeleTech business partners.
Business Development (~30%)
Serve as the omni-channel, digital technology, customer experience subject matter expert
Proactively identify and cultivate business opportunities within assigned engagements and accounts
Convert existing opportunities and build new relationships into consulting solutions and new business
Established customer experience and digital innovation thought leadership
Achieve targeted bookings and revenue goals
What skills you’ll need:
15 years’ professional experience including 5+ years management consulting
Considered a customer experience and technology subject matter expert including omni channel design, mobile and digital solution applications, requirements development, agile development, user experience, technology and service optimization.
Proven business development and new client sales experience with solutions (not technology products)
Entrepreneurial spirit with experience building and/or managing advisory services’ practice.
Demonstrated success in a matrixed and consultative selling environment.
Demonstrated experience crafting and implementing strategic business and technical solutions to meet complex business challenges and customer needs.
digital commerce experience preferred
Degree from a globally reputable university in information management, engineering, and/or business. Master’s degree a plus.
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