Manager (MCX) – Customer CoE

Key Responsibilities

• Leads multiple teams comprising of Project Leaders/ Associates/Analysts to execute multiple cases or IP development simultaneously
• Understand client needs and situations and adapt to case expectations. Show ability to resolve complex issues across work streams.
• Is proficient at identifying and deploying relevant resources and analytical tools while ensuring timely, high quality, error-free analysis and output produced by the team
• Effectively manages client and team meetings and deliver clear and professional presentations to the senior case team members, practice stakeholders across the Bain teams as well as Bain clients.
• Brainstorm with the CoE Director, practice manager, expert partner as required on various strategic aspects for IP/product development as well as CoE learning and professional development.
• Provide coaching and mentoring to their teams. Consistently provide responsible feedback in all interactions; recognizes team’s professional development needs and provide feedback toward constant improvement.
• Ensure a consistent and positive team experience by managing expectations between case teams/clients and BCN teams
• Participate in COE resource planning, recruitment and development

Qualification & Requirements

• Hands on experience with CX tools (e.g., Qualtrics, Incquery) and concepts (Loyalty, Customer journeys, benchmarking, primary research) OR
• Hands on experience with digital marketing tools (e.g., SEMRush, Similarweb, Sensortower, etc.). and concepts (media spend, SEO/ SEM, traffic/ channel analysis)
• Experience with any of the following topics is a plus – survey-based tools and analytics, diagnostics, data analytics and LLMs/ Gen AI
• Working proficiency in data visualization tools (Tableau, Power BI) is a plus.
• Strong skills in Python, Microsoft Excel and PowerPoint is required. Proficiency and experience in other ETL or analytical tools (SQL, R, SAS, Tableau or Alteryx) will be preferred.

Benefits

Bain & Company’s comprehensive benefits program is designed to help meet the needs of you and your family for financial independence, security and protection. Through a variety of group insurance plans, you can help protect yourself and your family from the financial consequences resulting from illness, injury, disability or death. Bain has carefully designed each of the plans to provide a high level of coverage at little to no cost. We encourage you to consider each plan carefully to ensure that it meets your needs.