Manager – Customer Experience (CX)

DT Consulting - Careers

The Opportunity

For our offices in Central London or East Coast USA, where the culture is casual, social, and international, we are looking for a Manager for our Customer Experience (CX) practice. The right candidate has a strong background in management consulting and a proven track record in providing Strategic Consulting & Advisory and expanding client relationships in the areas of CX. You’re passionate about helping clients successfully plan and execute their CX initiatives, from CX program design, workshops, and maturity assessments, to CX capability planning, execution and change management consulting. As a Manager you’ll directly work with the Practice partner to drive business opportunities, set the tone with developing cutting-edge client solutions, and help to build up a team that consistently delivers high-quality services to our clients.

The Role

As a Manager at DT, you will work with companies in the life sciences sector, and help firms conceptualize, enable and thrive on the overall CX opportunity – a core pillar of our clients’ R&D, medical and commercial transformation efforts. We work with clients all over the world — travel to client site varies in intensity. You make our clients successful by intelligently combining our people, our thinking, and our unique approach to advisory services. When the team achieves success with clients, you navigate their complex organizations to build out the relationship, identify new business opportunities, and extend our services. Specifically, you will:
  • Lead CX consulting projects and solutions to the highest levels of client satisfaction
  • Manage DT client accounts and help to develop these
  • Work closely on DT’s thought leadership efforts, together with the CX Practice Lead, Research Directors and a team of consultants and analysts
  • Identify and develop new consulting solutions and advisory propositions
  • Manage, mentor and develop more junior members of the CX team
  • Eye emerging trends across Customer Experience & Digital Transformation (from R&D, Medical, to Commercial operations) and their impact on our clients’ businesses

Your experience:

  • Developing senior management relationships
  • Account development and excellent project management/delivery
  • Consulting management and knowledge of offshore/nearshore model
  • Ideally, knowledge of the Commercial Operations organization of large pharmaceutical firms and all the critical components of the CX & DX agenda
  • Track record in identifying, design and managing small and large-scale client projects or programs
  • Thought leadership publications

Desired Skills:

  • Strong academic record
  • Preferably one additional language (ideally: Spanish, German, or French)
  • First-class analytical and consulting skills
  • Strong interpersonal, listening, critical thinking, presentation, and writing skills
You will be based in our London or US office and visit clients around the world. This role does not involve long periods working at a single client site. International travel can take up a small, ad-hoc amount of your time. A position at DT Consulting means you have flexibility to organize your days. All candidates must be eligible to work in the relevant location. DT Consulting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, age, religion, sex, sexual orientation, gender identity / expression, national origin, or any other characteristic where applicable, and those with criminal histories will be considered in a manner consistent with UK or US law.

Job Title


Manager - Customer Experience

London, Europe or USA

Our Values

Work with empathy
Working with Empathy represents our ability to show sincere interest in someone else’s thoughts, before we express our own.
Inspiration through Diversity
We empower ourselves and each other to be Globally sensitive Citizens for DT Consulting.
Striving for Excellence
We continually challenge ourselves to strive and commit to be better and do better. Understanding everything we do with our clients, partnerships and our colleagues is based on our best efforts and ability to be agile, adapt at pace and maintain a focus on what is important.
Embody Integrity
Everything we do is based on Integrity. Integrity is deliberate in our thinking and doing. It is central to our shared values, rather than individual gain.

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