Group Manager, Customer Experience Consulting

Group Manager, Customer Experience Consulting page is loaded## Group Manager, Customer Experience Consulting locations:
PHL Bonifacio Global City - Bonifacio One Technology Towertime type:
Full time posted on:
Posted Yesterday time left to apply:
End Date:
January 19, 2026 (30+ days left to apply) job requisition :
R1686017

Job Title:

Group Manager, Customer Experience Consulting

Job Description Group Manager, CX Strategy & Consulting At Concentrix Catalyst, we create exceptional customer engagement, accelerate digital transformation, and deliver actionable customer experience (CX) improvements. We focus on tapping into sentiment and building an emotional connection that keeps customers fanatical about our clients’ brands.

Concentrix Catalyst is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive companies from around the world to future-proof their business and stay ahead of the competition and evolving customer expectations.

Concentrix Catalyst is searching for a talented CX Strategy & Consulting Group Manager to lead one or more consulting teams through customer experience transformation projects for large clients. You will manage multiple projects concurrently, while proactively identifying real-time business needs and providing insights for quick wins.  You’ll guide your teams to develop customer-centric insights and strategic recommendations that drive measurable business impact.

This role requires a strategic thinker with extensive consulting expertise. You’ll have deep customer empathy and experience developing journeys that improve customer interactions and build brand reputation and equity.  You will demonstrate a high level of creativity, independent initiative, attention to detail, and advanced analytic skills. You must be self-sufficient, self-motivated, comfortable working in ambiguous situations, and have the leadership aptitude to inspire excellence in others.

This role requires strong organizational, multitasking and planning skills as well as a high commitment to quality and outstanding internal and external stakeholder management.

Essential Functions/Core Responsibilities
* Customer Experience Strategy & Insights  + Serve clients across a range of industries to drive impactful business value through improved customer journeys and better customer experiences  + Map and analyze end-to-end customer journeys across all touchpoints to identify friction points, moments of truth, and opportunity areas  + Combine behavioral data, feedback metrics (NPS, CSAT, CES), and qualitative insights to understand the "why" behind customer actions  + Analyze external market dynamics, competitive customer experiences, and emerging CX trends to develop strategic recommendations  + Apply design thinking and human-centered design methodologies to create innovative customer experience solutions  + Develop customer experience strategies and roadmaps with calculated ROI/impact expectations and risk scenarios
* Client Consulting & Delivery  + Build trusted client relationships through proactive account management and exceptional project delivery  + Lead 1-2 client engagements concurrently, or a single client account with multiple embedded work streams  + Serve as the subject matter expert (SME) responsible for overall consulting project delivery  + Develop consulting approach, document deliverables and manage timelines for client engagements  + Build compelling business cases that balance customer value with operational feasibility  + Lead internal and client-facing presentations to provide CX thought leadership, strategic findings, and recommended experience improvements  + Manage consulting contract, timeline, budget and all deliverables for client projects  + Partner cross-functionally to translate customer needs into actionable business solutions  + Influence clients to invest in customer experience improvements through compelling business cases
* Team Leadership & Development  + Lead a high-performing consulting team to deliver quality customer insights, thought leadership, and clear data-driven…