CX + AI Strategy Lead - E

We are hiring a Director/Senior Director to lead CX + AI Strategy. This is a PL-adjacent leadership role: half rainmaker, half practice builder, half chief consultant. You will own a book of business, shape the AI-native CX offering that goes to market, and build the team that delivers it. You will spend your weeks in equal parts with CMOs and CXOs framing the next transformation, with our designers and AI strategists, developers shaping what we ship, and with the leadership team deciding where the practice invests next.

• Book of business. Personally own and grow an annual revenue target across new logos and existing accounts; build a pipeline that runs 3-4x coverage.
• Rainmaking. Open doors at CXO level across industries; convert boardroom conversations into signed statements of work.
• Proposals pricing. Lead high-stakes pursuits end-to-end and shape the story, price the risk, negotiate commercials, close.
• Account expansion. Turn first engagements into multi-year transformation programs; farm 2-3 marquee accounts into 8-figure relationships.
• Partnerships. Build alliances with hyperscalers, foundation-model providers and platform players to unlock joint go-to-market.
• Offer design. Productise our CX + AI plays agentic CX offerings, GenAI-powered service journeys, AI-native personalisation, employee copilots, trust responsible-AI advisory and more
• Point of view. Publish the practice's POV on where CX is going in an AI-native world; represent frog at industry stages, analyst briefings and CXO roundtables.

• 15-20 years total, with 10+ in top-tier CX / experience consulting, design consultancies (IDEO, McKinsey Design, Accenture Song, Deloitte Digital, BCG X or equivalent) or the digital transformation arm of a Big 4 / MBB.
• Demonstrable track record of personally originating and closing Cr+ (USD 2.5M+) of consulting revenue in a year.
• Deep client relationships at CXO / CMO / CDO / CIO level in at least two of: BFSI, manufacturing, retail consumer, healthcare, telecom, travel hospitality, or public sector.
• Has led end-to-end transformation programs.

• Fluent in the current GenAI stack: foundation models, RAG, fine-tuning, vector stores, evaluation and guardrails; can hold a credible conversation with a Chief AI Officer without a translator.
• Has designed or shipped agentic systems in a customer-facing context, conversational agents, service copilots, autonomous workflows - and understands where they break.
• Opinionated about the CX implications of AI: journey redesign around agents, human-in-the-loop patterns, trust and disclosure, model risk and responsible-AI governance.
• Comfortable pressure-testing an ML roadmap, a data strategy, or an MLOps proposal from a client's engineering team.

• Strong grounding in experience strategy, service design and human-centred research; can critique a journey map or a service blueprint at a glance.
• Numerate on the business side like unit economics, cost-to-serve, customer LTV, pricing and can defend an ROI model to a CFO.
• Excellent writer and speaker; builds arguments the room actually remembers.