Director - BCG Vantage, Customer Experience (CX) - Boston Consulting Group (BCG) : Job Details

Director - BCG Vantage, Customer Experience (CX)

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Locations

London | Boston | Paris | Chicago | Madrid

Overview

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG helps clients with total transformation—inspiring complex change, enabling growth, building competitive advantage, and driving bottom-line impact. We blend digital and human capabilities, with diverse, global teams delivering value through management consulting, technology and design, and digital ventures. We work collaboratively across the firm to generate results that help clients thrive.

What You'll Do

As a Director – Customer Experience, BCG Vantage on the Topic Activation path within BCG's Marketing, Sales, and Pricing (MSP) Practice Area, you will contribute to the strategic agenda for the Customer Experience sector. You will grow and deploy a team of 4+ Customer Experience Sector experts, oversee the team's performance across KPIs (case billability, quality, content creation, etc.), and lead the team's development and career progression.

You will also contribute to cases, proposals, client workshops based on your extensive domain experience. You will support SATT & Conferences, presenting expertise in meetings and conferences.

You'll help transform clients' customer experiences through omnichannel and digital strategies. As a Senior Manager – BCG Vantage you will partner with consulting leadership to bring new offers to market and provide case teams with insights and tools to drive client impact. You'll act as a thought partner and subject-matter expert to case teams and leadership, helping to structure and solve complex issues. The role includes product marketing, sales enablement, and expert consulting assignments, plus research to support offer development and go-to-market; client diagnostics to scope CX innovations; and collaboration with teams on proposals and workshops. You'll map customer journeys, assess business impact, and stay ahead of AI-driven CX innovations to evolve BCG's CX perspectives and client diagnostics.

YOU'RE GOOD AT

• Deep expertise in customer experiences across online and offline touchpoints
• Developing customer-centric strategies that drive growth, cost efficiency, and lifetime value
• Conducting quant/qual research to understand customer needs and pain points
• Mapping customer journeys, identifying moments of truth, and designing target experiences
• Scoping and implementing AI, automation, and digital solutions to transform customer engagement
• Building data-driven business cases to prioritize CX investments
• Communicating with clients and stakeholders credibly and confidently
• Collaborating effectively in virtual and in-person team settings
• Proficient in agile ways of working
• Flexible with a curious and creative mindset
• Navigating complexity and ambiguity

What You'll Bring

• 7+ years of consulting experience required; candidates with consulting experience preferred
• In lieu of consulting experience, 8+ years minimum industry experience required; 12-14+ years strongly preferred
• Bachelor's Degree required (advanced degree preferred)
• Fluency in English (must have)
• Experience in telecom, retail, banking, insurance, or travel (preferred)
• Strong business acumen and problem-solving capabilities
• Strong written and verbal communication skills

Who You'll Work With

As a Director - Customer Experience, BCG Vantage on our Topic Activation path, you will collaborate with global topic leads and colleagues across BCG to bring expertise to clients. Our team is made up of a diverse pool of BCG Vantage positions that enable exciting, innovative careers.

Additional information

BCG Vantage is a powerhouse of expertise embedded within Practice Areas and markets to drive impact. It equips BCG case teams and clients with proprietary assets, actionable data, and transformative insights. With global experts across 20 Practices, more than 100 topics, sectors and offers, plus four geographic markets, BCG Vantage provides deep depth and breadth of insight and expertise. It comprises three career paths: Client Focus, Topic Activation, and Research, each delivering value to clients and teams.

Total compensation includes base salary, annual discretionary bonus, contributions to PSRF, and a market-leading benefits package. For Chicago & Boston, expected total annualized compensation includes base salary around $174,100, discretionary bonus 0–30%, and 5–10% PSRF contributions (vested immediately).

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, or any other characteristic protected by law. E-Verify participation is noted.

Seniority level

• Director

Employment type

• Full-time

Job function

• Other

Industries

• Business Consulting and Services