Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. 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, integral 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. 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). 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)

• 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 Helping colleagues shape and put together a strong customer-experience pitch for a client, quickly understanding what’s needed, confirming you’re the right person to help (or pointing elsewhere), and pulling together the right examples, experts and/or materials to support Communicating with senior stakeholders, demonstrating the ability to engage your audience effectively Managing a portfolio of projects, with strong awareness of business priorities and commercial impact Training, coaching, and mentoring junior team members 3+ years consulting experience in relevant customer service topic required; candidates with consulting experience preferred ~ In lieu of consulting experience, 4+ years minimum industry experience required

• Bachelor's degree in relevant field ~ Some experience mentoring or coaching colleagues ~ Hands-on experience in a B2C context in one or more of the following: customer research (translating qualitative/quantitative insights into strategy), channel performance diagnostics and channel mix design, customer journey mapping and redesign, or CX operating model design (org, governance, KPIs) ~

📌 Manager - Bcg Vantage, Customer Experience (Cx) (Madrid)
🏢 Boston Consulting Group
📍 Madrid