Senior Director, Customer Experience Digital Transformation | Business Transformation
May 11, 2024
Who We Are
FTI Consulting is the world's leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world's leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy, and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.
At FTI Consulting, you'll be inspired and empowered to make an impact on headline matters that change history. Working side by side with the world's leading experts in your field, you'll be surrounded by an open collaborative culture that embraces diversity, recognition, professional development and most importantly, you.
There's never been a more exciting time to join FTI Consulting and this is where you will do the most exciting and fulfilling work of your career.
Are you ready to make an impact?
About The Role
Our Digital Transformation Practice helps corporates, private equity firms and other constituencies build long term competitive advantage, accelerate revenue growth and drive investment valuations while optimizing cost. We bring together lean, fast moving teams of expert technologists, digital specialists and data scientists to advise our clients on their digital transformation agendas and transaction needs.
Our transformation advisory works with clients to understand the impact of rapidly evolving digital paradigms and emerging technologies on the future of their business, translating that into an executable strategy and blueprint that combines business model innovation, customer experience strategy, modern technology and data architectures with a rigorous focus on planning and execution.
Our transactions advisory works with clients on their high stakes transactions needs ranging from acquisition and divestment strategy to technology and digital due diligence, merger and acquisition (M&A) integration planning and carve outs.
What You'll Do
The Senior Director, Customer Experience will bring expertise on Customer Experience within FTI's Digital Transformation practice, on topics including customer insights and analytics, customer experience strategy, customer journey maps, digital brand and marketing, user-centric storytelling, and user interface design. You will be able to seamlessly balance art, science and data towards developing innovative and effective digital experiences to drive engagement, sales and retention throughout the customer journey.
How You'll Grow
We are committed to investing and supporting you in your professional development and we have developed a range of programs focused on fostering leadership, growth, and development opportunities. We aim to promote continuous learning and individual skills development through on-the-job learning, self-guided professional development courses, and certifications. You'll be assigned a dedicated coach to mentor, guide and support you through regular coaching sessions and serve as an advocate for your professional growth.
As you progress through your career at FTI Consulting, we offer tailored programs for critical professional milestones to ensure you are prepared and empowered to take on your next role.
What You Will Need to Succeed
Basic Qualifications
Preferred Qualifications
#LI-WG1
Our Benefits
Our goal is to support the well-being of you and your families-physically, emotionally, and financially. We offer comprehensive benefits such as the following:
About FTI Consulting
FTI Consulting is a global business advisory firm dedicated to helping clients with their most significant opportunities and challenges. With more than 8,000 employees located in 31 countries, our broad and diverse bench of award-winning experts advise their clients when they are facing their most significant opportunities and challenges. At FTI Consulting, we embrace, cultivate and maintain a culture of diversity, inclusion & belonging, which are fundamental components to our core values. FTI Consulting is publicly traded on the New York Stock Exchange and has been named the #1 Professional Services Firm on Forbes List of America's Best Employers and the best firm to work for by Consulting Magazine. For more information, visit www.fticonsulting.com and connect with us on Instagram and LinkedIn .
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.
FTI Consulting is the world's leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world's leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy, and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.
At FTI Consulting, you'll be inspired and empowered to make an impact on headline matters that change history. Working side by side with the world's leading experts in your field, you'll be surrounded by an open collaborative culture that embraces diversity, recognition, professional development and most importantly, you.
There's never been a more exciting time to join FTI Consulting and this is where you will do the most exciting and fulfilling work of your career.
Are you ready to make an impact?
About The Role
Our Digital Transformation Practice helps corporates, private equity firms and other constituencies build long term competitive advantage, accelerate revenue growth and drive investment valuations while optimizing cost. We bring together lean, fast moving teams of expert technologists, digital specialists and data scientists to advise our clients on their digital transformation agendas and transaction needs.
Our transformation advisory works with clients to understand the impact of rapidly evolving digital paradigms and emerging technologies on the future of their business, translating that into an executable strategy and blueprint that combines business model innovation, customer experience strategy, modern technology and data architectures with a rigorous focus on planning and execution.
Our transactions advisory works with clients on their high stakes transactions needs ranging from acquisition and divestment strategy to technology and digital due diligence, merger and acquisition (M&A) integration planning and carve outs.
What You'll Do
The Senior Director, Customer Experience will bring expertise on Customer Experience within FTI's Digital Transformation practice, on topics including customer insights and analytics, customer experience strategy, customer journey maps, digital brand and marketing, user-centric storytelling, and user interface design. You will be able to seamlessly balance art, science and data towards developing innovative and effective digital experiences to drive engagement, sales and retention throughout the customer journey.
- Lead Digital Transformation projects with clients, with a focus on Customer Experience. Provide strategic insights to aid in guiding project direction and outcomes
- Advise clients' executive leadership on vision and implementation of digital experiences
- Collaborate with cross functional business and creative teams to execute Customer Experience strategies to achieve quantifiable business objectives
- Develop and implement customer experience programs, including Customer Experience strategy, data gathering and insights, process optimization, dashboarding and visualization
- Demonstrate client management, agile project management and overall delivery expertise. Manage client engagement risk and exhibit creative problem-solving techniques to address client service delivery challenges
- Supervise and perform day-to-day activities of projects including interaction with client personnel, other team members, and other professionals
- Lead client teams in developing operational plans and identifying synergies during merger / transition planning
- Prepare draft written analyses and other reports for clients as necessary, on the project scope, findings and/or results of activities
- Prepare PowerPoint presentations and quantitative exhibits for third parties, as necessary, on the project scope, findings and/or results of activities
- Manage, oversee, and/or supervise more junior team members and their work product
How You'll Grow
We are committed to investing and supporting you in your professional development and we have developed a range of programs focused on fostering leadership, growth, and development opportunities. We aim to promote continuous learning and individual skills development through on-the-job learning, self-guided professional development courses, and certifications. You'll be assigned a dedicated coach to mentor, guide and support you through regular coaching sessions and serve as an advocate for your professional growth.
As you progress through your career at FTI Consulting, we offer tailored programs for critical professional milestones to ensure you are prepared and empowered to take on your next role.
What You Will Need to Succeed
Basic Qualifications
- 8+ years relevant post-graduate experience
- Bachelor's degree in finance, engineering, or another quantitative field
- 5+ years of experience driving large-scale customer experience transformations, with a track record for agile delivery, problem solving and client service
- Experience with data driven development of CX strategy
- Experience with applying AI based technologies including Generative AI, Predictive AI, Computer vision and NLP to customer journey design, digital product design and CX automation
- Ability to travel to clients and FTI office(s) as needed
Preferred Qualifications
- MBA
- 8+ experience leading CX strategy, customer journey mapping, UI/UX design, product design or other creative teams, including ideally at least 5 years with a nationally recognized consulting, design or brand/marketing firm Excellent analytical skills, with proven experience in data cleansing, building models, distilling insights, and creating recommendations to resolve complex problems
- Advanced Microsoft Office skills; particularly with Excel and PowerPoint
- Experience with various tools such as Power BI, Excel Macro / VBA, Think-Cell, and/or Tableau or other business analytics tools
- Desire to function as mentor for more junior colleagues
#LI-WG1
Our Benefits
Our goal is to support the well-being of you and your families-physically, emotionally, and financially. We offer comprehensive benefits such as the following:
- Competitive total compensation, including bonus earning potential
- Full package of benefits plans, including medical, dental, and vision coverage along with life and disability insurance
- Generous paid time off
- Company matched 401(k) retirement savings plan
- Potential for flexible work arrangements
- Generous paid parental leave and flex return support
- Family care benefits, including back-up child/elder care
- Employee wellness platform
- Employee recognition programs
- Paid time off for volunteering in your community
- Corporate matching for charitable donations most important to you
- Make an impact in our communities through company sponsored pro bono work
- Professional development and certification programs
- Free in-office snacks and drinks
- Free smartphone and cellular plan (if applicable)
- FTI Perks & Discounts at retailers and businesses
- Upscale offices close to public transportation
About FTI Consulting
FTI Consulting is a global business advisory firm dedicated to helping clients with their most significant opportunities and challenges. With more than 8,000 employees located in 31 countries, our broad and diverse bench of award-winning experts advise their clients when they are facing their most significant opportunities and challenges. At FTI Consulting, we embrace, cultivate and maintain a culture of diversity, inclusion & belonging, which are fundamental components to our core values. FTI Consulting is publicly traded on the New York Stock Exchange and has been named the #1 Professional Services Firm on Forbes List of America's Best Employers and the best firm to work for by Consulting Magazine. For more information, visit www.fticonsulting.com and connect with us on Instagram and LinkedIn .
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.