Manager - BCG Vantage, Customer Experience; CX

Locations
:
Madrid | Paris

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

As a Manager - BCG Vantage, Sales & Service (Topic Activation path, Marketing, Sales & Pricing Practice Area), you'll bring expertise in Customer Experience (CX) and Sales to a growing global team. A core part of this role is helping colleagues who are putting together a client pitch for CX-related projects. Understanding client needs and confirming the BCG Sales & Service team is the right fit (or pointing them to who is).

Surfacing client pain points and pulling together relevant client examples. Sharing POV and thought leadership materials, including building Sales.

AI-powered product demos. Identifying topic experts to support the pitch, and bringing in senior BCG support when it's truly needed to close the deal. You'll also serve as a thought partner and CX content expert to case teams and topic/sector leaders, helping structure and solve complex client issues, bringing the full breadth of BCG’s Customer Experience expertise to each opportunity.

Additionally, as a Manager in BCG Vantage you will drive development of intellectual property and knowledge assets to support the CX topic business, serving as an active contributor to commercialization efforts for the CX topic, whilst working with business leaders to drive proposals & go-to-market efforts. As a Manager, you may line manage a team of junior colleagues, taking responsibility for their goal setting, ongoing feedback and career development support.

Our Customer Experience (CX) team helps clients build customer-centric strategies and operating models across four core areas:
Commercial & Customer Relationship Strategy (translating customer research and insights into a customer‑centric company strategy);
Channel Optimization (diagnosing channel performance and redesigning the channel mix across store, phone, digital and other channels);
Customer Journey Redesign (mapping current‑state, end‑to‑end customer journeys and designing target‑state journey blueprints); and CX Operating Model design (the org, governance and KPIs needed to sustain customer centricity over time).

• Understanding customer expectations and pain points through qualitative and quantitative research, and translating that into a customer‑centric commercial and relationship strategy
• Diagnosing channel performance and helping redesign the channel mix across store, phone, digital, and other channels
• Mapping current‑state, end‑to‑end customer journeys and designing target‑state journey blueprints
• Designing the org, governance, and KPIs needed to sustain customer centricity over time
• Bringing curiosity and rigor to orchestrating complex sales cycles and deals, from qualification through close
• Helping colleagues shape and put together a strong customer‑experience pitch for a client, quickly understanding what’s needed, confirming…