Management Consultant – Cx Manager

Job Title: Management Consultant – CX Manager

Position:Contract / Permanent Full-Time

Location: Toronto, ON / Vancouver, BC

About the Opportunity

The traditional name of this role would be called a Management Consultant, but the role is so much more. We internally refer to this mid-level role as a CX Manager, where CX stands for “Customer Experience”. The role is simple and complex at the same time and full of exciting challenges.

The successful candidate must have experience in a fast-paced, dynamic environment where a high degree of professionalism, strong communication skills, and flexibility are required. The individual is a proactive performer that demonstrates excellent initiative and judgment on a regular basis. The ability to deal with ambiguity and handle changing and competing priorities is a must.

As a CX Manager, you are primarily responsible for leading major workstreams in the design and execution of research activities as well as deliverables intended to help our clients’ organizations understand and consistently deliver their desired customer experience.

About You

You are a dynamic individual who has customer experience understanding, experience with research and data analysis, experience in owning major workstreams and outputs, a strong understanding of strategic frameworks, communication concepts, as well as the ability to design and facilitate working sessions with clients. Your enthusiasm, follow through, and go with the flow attitude enables you to thrive in establishing & nurturing relationships with clients during all engagements.

A CX Manager is a mid-level position within CSPN’s CX Advisory team and is required to have an educational background and/or work experience that meets the following criteria:

• Bachelor’s degree in Commerce, Science, Finance or Business Administration

o MBA not required but is strongly preferred for this role-level.

• Between 5 years (min) to 10 years (max) related work experience

o Previous management consulting experience strongly preferred.

An ideal CX Manager is exceptional in their ability to:

• Keep Promises: you know how to create a work-back schedule and stick with it.
• Be Accountable: you think and act as if the work product you are designing is for your own company where you have a skin in the game.
• Synthesize Information: you take information from multiple sources and identify salient points.
• Manage Cross-Functional Stakeholders: you have strong organizational skills and can manage people (internal and clients), time, and effort in the completion of key outputs.
• Navigate the “Grey Area”: you are comfortable with the unknown and able to produce results without clearly defined instructions or processes.
• Communicate Clearly: you can articulate key points, supported by structured proof / examples.
• Design Research & Deliverables: you can develop an effective approach to research activities ad turn data into insights in a clear, compelling way through visuals and writing.
• Solve Problems: you can find answers to questions and use data to find creative solutions to problems across businesses strategy, people, process, and technology landscapes.
• Be Firm and Flexible: you always come to the table with your opinion but are flexible to the needs and wants of senior leadership and, ultimately, our clients.

You will thrive at CSPN if you can:

• Work independently and collaboratively with the team.
• Laugh when things are tough.
• Present well to clients.
• Receive feedback well.
• Strive for excellence while meeting tight deadlines.
• Find the joy in solving problems.

About the Role & Responsibilities

• Own end-to-end project management aspects of assigned workstreams, including.
• Lead key workstreams within client engagements.

oProject workplan management

oProject status updates

• Support and/or lead Senior CX Team Members in the execution of consulting engagement research activities, including.

oDesign research approach, methodology, briefs, and materials.

oPerform secondary research and data collection activities.

oFacilitate interviews, focus-groups, working group sessions and meetings.

oGather and analyze large amounts of qualitative / quantitative data.

• Support and/or lead Senior CX Team Members in the execution of consulting engagement deliverables and outputs, including.

oDevelop comprehensive reports.

oDevelop data models.

oDevelop various project-related collateral.

oDesign and facilitate share-outs / presentations.

• Transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Support and/or lead Senior CX Team Members in the execution of business development activities (i.e., Proposal writing).
• Manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Perform additional collaborative duties as assigned.

About Us

CSPN is a leading provider of Customer Experience focused Consulting Services, Training Programs and Community Events designed to empower organizations and harness the competitive advantage of delivering exceptional customer experiences. We work with organizations to create customer service and customer experience strategies, build customer journey maps, create & analyze customer / employee, and industry benchmark surveys, and assess and optimize delivery of services.