Global Customer Experience Senior Specialist
19 hours ago
Harrow
Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. 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, global 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. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. What You'll Do Role profile As a Customer Experience Senior Specialist, you will support the design and execution of end-to-end, audience-first marketing strategies grounded in customer experience principles. You’ll play a vital role in enhancing how BCG activates thought leadership and business-focused campaigns through persona-driven journey design, lead generation planning, and content-informed storytelling. You will be a key contributor in building and operationalizing customer journeys, shaping persona development, and translating insights into activation strategies across digital and offline channels. You will collaborate closely with global marketing colleagues across digital marketing, content, analytics, CRM, and consulting, to ensure our marketing efforts are relevant, impactful, and strategically aligned to business goals. With a blend of creative marketing thinking, audience insight application, and hands-on execution experience, you’ll help bring our CX strategy to life in a way that strengthens BCG’s connection with our most important clients and prospects. This is an exciting opportunity for a B2B marketer with 3–5 years of experience in campaign planning or CX-related roles who wants to grow their influence in a fast-paced global team. Your accountabilities • Support the development and execution of customer experience strategies that inform campaign plans and journey-led marketing activations., • Conduct targeted persona research and collaborate across teams to create actionable Ideal Customer Profiles and user journey maps., • Collaborate with campaign, content, and digital channel teams to design and implement lead generation and nurture campaigns that align to customer needs and decision journeys., • Use marketing performance data and customer engagement insights to help optimize messaging, journey structure, and audience targeting, bringing a basic but thoughtful understanding of marketing KPIs and funnel impact., • Translate strategic inputs into creative briefs, CX documentation, and campaign playbooks to support execution teams globally., • Manage projects across multiple stakeholders, timelines, and geographies, ensuring consistent progress, communication, and accountability for CX deliverables., • Partner with internal teams to ensure cross-functional alignment and smooth execution of marketing activities., • Contribute to building a shared CX knowledge base, including tools, templates, and documented best practices for persona and journey development., • Maintain a collaborative, curious, and proactive mindset, and work towards improving how we center our marketing around the customer. What You'll Bring • 3–5 years of experience in B2B marketing, customer experience, campaign strategy, or a related field; experience in consulting or professional services is a plus., • Experience in creative campaign planning, persona and CX-driven marketing, and content development., • Strong foundational knowledge of persona development, journey mapping, campaign planning, and lead generation strategies., • Basic understanding of marketing analytics and how performance metrics tie into campaign effectiveness and strategy., • Excellent project management and organizational skills; ability to coordinate across multiple teams and stakeholders to keep initiatives on track., • Creative thinker who can help connect audience insights to campaign messaging and engagement tactics., • Strong communication skills, and able to distill complex concepts into clear, engaging summaries and materials., • Familiarity with platforms like CRM Dynamics, Wrike, Marketo, Tableau, or journey mapping tools is helpful but not required., • Demonstrated ability to work in global, cross-functional, and virtual teams with a collaborative approach., • Bachelor’s degree required, fluency in English. Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. (Click here )( for more information on E-Verify.
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