Customer Experience SME/Director

Grant Thornton 12/20/2019 8:43:27 AM
JOB ID: 045770 Specialty:
Arlington, Virginia




Grant Thornton is seeking a Director to join its Enterprise Technology Services service line and take an active role in engagement execution, project management and key business development activities.

Grant Thornton Public Sector helps executives and managers at all levels of government maximize their performance and efficiency in the face of ever tightening budgets and increased demand for services. We give clients creative, cost-effective solutions that enhance their acquisition, financial, human capital, information technology, data analytics, and performance management. For more information, visit

At Grant Thornton, our professional staff applies traditional, cutting-edge approaches and methods to a variety of analyses. As part of our team, the Manager will utilize various methodologies and models to execute client projects.

Lead and/or act as a SME on client engagements ranging from small to large teams
Lead the development of CX vision and strategy for Federal clients
Provide strategic direction and guidance on the execution of CX activities such as journey mapping, person development, service design, etc.
Build and maintain strong buyer and partner relationships and establish Grant Thornton's brand in the industry.
Remain abreast of current CX industry best practices and be regarded as a SME in the area of CX and DX.
Provide expertise in establishing CX metrics and voice of the customer (VOC) programs.
Provide advanced knowledge of the CX market, tools, strategies, and approaches to selling a CX solution.
Sponsor staff development, training and certification programs.
Build and manage a robust sales pipeline of CX opportunities.
Support development of white papers, proposals and prospective client outreach.
Support development of key accelerators, solutions and service offerings including business case with return on investment.
Must possess excellent communication skills, both written and oral. The ability to deliver effective presentations is critical.
Establish regular communications with team and stakeholders, develop and present professional materials (MS Word, PowerPoint etc.)
Perform engagement management responsibilities, including performance reviews, task delegation, project scheduling, project financials, quality review and client management.
Meet or exceed sales targets for new and follow-on work.
Manage business development activities, such as proposals, capture, account teams, whitepapers, conferences, and/or other thought leadership materials.
Meet or exceed targeted billing hours (utilization).
Act as performance manager (coach) for up to four coachees outside of engagement responsibilities.
Interview campus and/or experienced candidates.


CCXP and PMP Certifications highly preferred.
Bachelor's degree in Business Management or related field
At least 10 years of experience in CX or UX sales or related field
At least 10 years of experience in CX or UX consulting or other related field
Demonstrated experience using formal sales capture processes and Federal acquisition processes, procedures, and policy.
Demonstrated experience building long-term relationships with clients
Must have clear communications skills both oral and written. Ability to negotiate in a non-confrontational manner to deliver a clear, well-structured and concise argument to support your opinion, using facts, pro's/con's, business justifications and other persuasion methods.
Must have ability to work in fast paced environment, balance priorities and juggle multiple tasks at once.
Must be able to work independently and demonstrate leadership qualities.
Must be flexible, easy to work with and a team player.
Strong analytical and problem solving skills.
Knowledge of the Agile development process.
Ability to obtain and maintain certain job-related certifications if no job-related advanced degrees.
U.S. citizenship may be required. Ability to work in the United States indefinitely required.
Travel may be required.
Coach and mentor junior staff members.
Ability to work overtime required on occasion.
Ability to sit in an office environment for long periods of time.
Ability to obtain and maintain a security clearance.
Ability to communicate clearly in writing and verbally.
Ability to obtain and maintain firm independence and abide by firm ethics requirements.
Meet or exceed continuing professional education (CPE) requirements.

Grant Thornton LLP is the U.S. member firm of Grant Thornton International, one of the six global accounting, tax and business advisory organizations. Grant Thornton’s Public Sector, based in Alexandria, VA, is a global management consulting business with the mission of providing responsive and innovative financial, performance management and systems solutions to governments and international organizations. Visit Grant Thornton’s Public Sector at

It is Grant Thornton’s policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

Requisition ID: 045770

Arlington, VA
Arlington, Virginia