CX Strategy Director

The Role

As CX Strategy Director, you will advise senior client stakeholders on growth strategy, customer experience transformation and experience-led digital business initiatives. You will help shape and grow our consulting practice, develop new service offerings, contribute to thought leadership, and lead strategic pursuits across key accounts.

Working closely with multidisciplinary teams including strategy, design, technology, marketing and data specialists, you will define transformation roadmaps and help organisations reimagine customer experiences to accelerate growth and create competitive advantage.

The successful candidate will bring a strong consulting background, proven commercial acumen and a demonstrated ability to build trusted executive-level relationships while leading complex transformation programmes.

Key Responsibilities

Business Development & Growth

• Lead strategic pursuits and support TCS teams in identifying, shaping and winning consulting opportunities across experience strategy, growth strategy and strategic planning.
• Develop market-leading perspectives by synthesising customer, competitive, category, channel and organisational insights.
• Partner with design, technology, data and marketing specialists to create compelling transformation narratives that position TCS as a trusted strategic partner.
• Engage with C-suite stakeholders to define business challenges and develop experience-led transformation opportunities.
• Act as an ambassador for TCS Interactive across the broader TCS organisation, promoting our capabilities, offerings and value proposition.
• Support account growth by identifying opportunities to expand strategic consulting engagements.

Consulting Delivery & Client Leadership

• Shape and lead engagements focused on digital business transformation, customer experience strategy and organisational change.
• Provide senior-level advisory expertise across transformation programmes, ensuring successful delivery against client objectives.
• Build and maintain executive stakeholder relationships to align transformation vision, business priorities and implementation roadmaps.
• Guide clients through complex strategic initiatives across customer, employee and business experiences.
• Identify opportunities to elevate tactical engagements into broader strategic partnerships.
• Serve as a trusted advisor on the application of emerging technologies, including AI and Generative AI, within customer experience ecosystems.

Practice Leadership & Capability Development

• Develop and evolve consulting methodologies, frameworks and offerings within the customer experience and growth strategy domains.
• Support the development, coaching and mentoring of consulting talent across the practice.
• Build consulting capability through knowledge sharing, training programmes and reusable assets.
• Contribute to thought leadership, external publications, industry events and market-facing content.
• Help establish TCS Interactive as a recognised leader in experience-led transformation and AI-enabled customer experience.

Skills & Experience

Essential

• Significant experience leading customer experience, digital transformation, growth strategy or business strategy consulting engagements.
• Strong understanding of experience-led transformation across marketing, sales, service, technology, data and operational functions.
• Demonstrated success developing consulting services, practice offerings and go-to-market propositions.
• Experience engaging and influencing C-level stakeholders and senior business executives.
• Proven track record in business development, opportunity shaping and consulting sales.
• Excellent communication, presentation, stakeholder management and facilitation skills.
• Strong analytical and strategic thinking capabilities with a commercial mindset.
• Ability to lead cross-functional teams in complex and ambiguous environments.
• Practical understanding of AI, Generative AI and Agentic AI, including their implications for customer experience, service transformation and business growth.
• Comfortable operating within multidisciplinary teams spanning strategy, design, data and technology.

Desired

• Experience working across Telecommunications, Technology, Media or Information Services sectors.
• Exposure to Consumer Goods and/or Financial Services industries.
• Experience working in-house within industry organisations.
• Experience operating within large global, matrixed and multicultural organisations.
• Familiarity with customer research, insight and analysis platforms.
• Familiarity with market research, customer insight, benchmarking and collaboration tools (e.g. PowerPoint, Excel, Figma, Qualtrics, Nielsen, GWI, Euromonitor) used to inform strategic decision-making and transformation programmes.

About Us

TCS Interactive is a leader in the digital customer experience space. With a human‑first approach, we apply design, engineering, business strategy and subject matter expertise to deliver award‑winning iconic design and digital experiences for our customers.

We pride ourselves in our ability to influence products at the highest level by delivering strategic ideas from inception to launch. We help our clients understand the context of their products, create a compelling vision for them and make these experiences a reality.

We believe that together we’re stronger, that inspiration can come from anywhere and great ideas from anyone. The difference in our work comes from the diversity of perspectives, skills and backgrounds of our team.