General Information

Job Title
Customer Experience and NPS Solution Practice Consultant
Job ID
94452
Areas of Work
Management Consulting
Employment Type
Permanent Full-Time
Location(s)
Lisbon

Description & Requirements

WHAT MAKES US A GREAT PLACE TO WORK 

 We are proud to be consistently recognized as one of the world’s best places to work, a champion of diversity and a model of social responsibility. We are currently #1 ranked consulting firm on Glassdoor’s Best Places to Work list and have maintained a spot in the top four on Glassdoor’s list for the last 13 years. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ and parents.  

 

WHO YOU’LL WORK WITH 

 Customer is the Bain Practice responsible for defining intellectual property, and marketing and commercializing Bain’s approach to Customer strategy, transformation, and operations, including Modern Marketing, Customer Experience and Commercial Excellence Solutions.  

 

WHERE YOU’LL FIT WITHIN THE TEAM  

 The Customer Experience Solution Consultant is responsible for building out and innovating on the collateral, tool(s), partnerships (with Business Development) required to grow Bain’s Customer Experience and Net Promoter Score Products and meet client needs in this area.  The Solution Consultant will collect and codify work done in this domain, improve upon it and drive innovative ideas, test it with clients and market it, working through interlocks with industries and other capability areas.


WHAT YOU’LL DO  

Own the development linked closely to commercial needs, management, and maintenance of the products.

  • Develop product strategy, define product SKUs, and produce supporting materials, ensuring all innovations/builds have a commercial objective and specific client situation for testing/use. 
    • Maintain a well-structured, ‘best-of’ repository of both slides and demos for use in client development discussions and proposals.
    • Build sales collateral and demos for tools and partnerships associated with the products.
    • Support codification of playbooks and ‘how-to’ guides for the product, based on on-going case work. 
    • Ensure integration with broader Customer Strategy approaches.
    • Be at the forefront of industry innovation and ways to incorporate technology, data and (predictive) analytics into our products.
    • Regularly report on commercial and development/innovation progress in formal and informal meetings with key stakeholders
    • Prioritize innovations/build resourcing based on client needs and commercial opportunities.
      • Build content personally.
      • Manage IP teams assigned to build.
      • Manage client success/other NGSS resources.
    • Build and incorporate BCN CoEs into products (development and delivery). Collaborate across the practices broader CX and NPS expert teams, including Prism, to continuously enhance integrated offer.
  • Coordinate with commercial squad and wider Customer Strategy product teams on commercial pipeline and drive commercialization activities (e.g., account planning for priority accounts, commercial processes, guidance to account teams, proposal best practices); selectively, own delivery of client proposals.
  • Develop plan to ensure successful delivery of Customer Experience projects. 
    • Define the sell and serve resources required to achieve product ambition. 
    • Know and build relationships with Customer Experience experts and affiliates, collecting and acting on feedback on its relevance in client situations; personally serve in client development and pitches to hear the voice of the customer.
    • Build and maintain training resources (e.g., onboarding materials, bootcamps for case teams and partners, expertise curriculum) 
    • Deliver training where needed.
  • Support Knowledge Management in their role supporting Bain’s teams; this includes: 
    • Responding to more complex questions pertaining to product and approach
    • Upskilling KM on topics and building their expertise.

  

ABOUT YOU 

 Required 

  • MBA
  • Current or recent Bain consulting experience at the consultant level, or the equivalent at another consulting company
  • 3+ years post MBA work experience
Preferred
  • Digital product management, programs, or projects experience, including technology know-how, customer experience strategy, voice of customer program management, journey management, and omnichannel / personalization experience preferred.
  • Demonstrated track record of influencing senior leadership to drive action and impact.
  • Collaborative – someone who knows how to work with and through others to drive results and make change happen and is customer service oriented.
  • Entrepreneurial, innovative, proactive, and productive - idea generator, someone who knows how to prioritize what needs to be done and rallies colleagues to get things accomplished; “roll up the sleeves” type of attitude.  
  • Insightful and analytical – strong problem-solving skills and pragmatic, with a practical, “real-world” sense of what is actually “do-able”. Possesses an affinity for data-driven insights to make decisions, ability to design digital product solutions and able to harness knowledge and expertise of the best content to support the Practice.
  • Articulate and compelling in his/her oral and written communication skills; engaging and concise – with interpersonal “presence”; adaptable across executive, technical and Bain audiences
  • Energetic, with drive, enthusiasm, and natural skills in relationship development – ability to develop an extensive network of relevant relationships both internally and externally, as required. 
  • Inspirational Leadership - track record of successfully managing high-performing team members, motivating, and developing colleagues above and below their own tenure. 
Go back