Director Customer Practice Digital Solutions CXT

ABOUT US 

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Across 65 offices in 40 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators (including 1500+ experts in analytics, engineering, product management, user research, and design) to deliver better, faster and more enduring outcomes. Our world-class leaders are helping clients meet this moment of technology-driven disruption and achieve their full potential. Together, we’re reimagining industries with new value propositions only possible in the AI era. 

Our 10-year commitment to invest more than $1 billion in pro bono services brings our talent, expertise and insight to organizations tackling today’s urgent challenges in education, racial equity, social justice, economic development and the environment. We earned a gold rating from EcoVadis, the leading platform for environmental, social and ethical performance ratings for global supply chains, putting us in the top 2 percent among other consulting firms. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry. 

We have moved rapidly to pioneer the use of state-of-the-art proprietary AI tools, now deployed worldwide to equip our 19,000-strong multi-disciplinary teams with a powerful suite of AI technology. We’ve also made 15 key AI-powered tools and solutions, and more than 200 additional AI-led innovations, available to our teams to enhance efficiency, productivity, and effectiveness. (Read more about some of these here.)  

WHAT MAKES US A GREAT PLACE TO WORK 

We are proud to be consistently recognized as one of the world’s best places to work. We are currently the #1 ranked consulting firm on Glassdoor’s Best Places to Work list and have maintained a spot in the top four on Glassdoor’s list since its founding in 2009. 

Extraordinary teams are at the heart of our business strategy, but these don’t happen by chance. They require intentional focus on bringing together a broad set of backgrounds, cultures, experiences, perspectives, and skills in a supportive and inclusive work environment. We hire people with exceptional talent and create an environment in which every individual can thrive professionally and personally. 

WHO YOU’LL WORK WITH 

You’ll join the Product, Practice and Knowledge (PPK) group as part of the Customer Practice. Over the past two decades, Bain has formalized industry and capability areas, internally known as “Practices”, integral to how Bain wins and delivers results to its clients. A practice is considered a business unit of Bain. The primary role of the Practice is to drive commercial growth, build and deepen Bain’s expertise, and continually innovate to ensure Bain is best positioned to solve clients’ most pressing challenges. The Director of Product Management is part of the leadership team of the Customer Experience Transformation (CXT) Solution within the practice and leads a cross-functional team in building AI / tech products, collaborating closely with technical and innovation groups across Bain. 

WHAT YOU’LL DO  

Your core responsibilities will include: 

AI / tech strategy and leadership 

• Own the outcome-based roadmap for AI / tech products in the portfolio, including integration with tech products / components owned by other solutions – grounded in client / user needs, technical constraints, and future-back vision 
• Stay on top of industry and technology trends and the competitor ecosystem, balancing whats possible with what serves the Solution vision and maintaining a PoV on build / buy / partner 
• Role model continuous AI / tech innovation by leading discovery efforts to test hypotheses, validating whats valuable for clients / users, and turning Bain IP and insights into tangible products and client-facing offerings 
• Mentor a team of product managers that lead individual innovations and build a high-performance culture 
• Define and execute quarterly objectives and key results, continuously measuring and reporting on progress and direct decisions on the product backlog, positioning, budgeting, pricing, and go-to-market strategy

Delivery and execution 

• Drive AI / tech innovation throughout the product lifecycle: 
  • Ideate + discover with internal stakeholders, potential clients and users 
  • Test + learn with Lighthouse clients (leveraging insights to generate IP and data assets) 
  • Scale successful innovations to drive consulting revenue and client outcomes 
  • Evolve to stay differentiated and market competitive 
  • Measure + collect continuous feedback internally and externally
• Deliver cross-product strategic initiatives, reporting progress and outcomes to senior leadership 
• Draft business plans for new innovations that demonstrate compelling value proposition and ROI to secure internal funding 
• Draft business plans that demonstrate compelling value proposition and ROI to secure internal funding 
• Ensure consistency with firmwide best practices and policies related to data governance and infrastructure 
• Lead demos and establish credibility with internal stakeholders

Advisory and collaboration 

• Collaborate closely with the Global Solution Leader to: 
  • Develop evergreen 3-year Solution strategy and plan, including supporting technical roadmap 
  • Make build / buy / partner decisions 
  • Deliver offerings that clients value and that differentiate Bain in the market 
  • Drive consulting revenue and growth for the Solution
• Share and leverage best practices (process, data, tools, and otherwise) across Bain, avoiding siloed problem solving  

ABOUT YOU 

AI product management experience 

• Bachelors or Masters degree in business, technology, or a relevant field 
• 6-9 years of product management experience 
• Deep product intuition paired with a bias for validation and iteration 
• Experience building products related to the customer experience 
• Ability to clearly translate technical concepts, priorities, trade-offs for non-technical audiences 
• Strong storytelling skills: you can rally a team, align stakeholders, and inspire users 
• Experience building with LLMs or other AI tools

Additional skills and experience 

• Ability to structure and lead complex business research and analysis in fast-paced environment, as well as the skills to drive to pragmatic business insights 
• Experience working closely with internal and external users to deeply understand, document, analyze, and synthesize user needs into product priorities, roadmap plans, and detailed specifications 
• Facility / aptitude with agile product development lifecycle for digital technologies  
• Proven track record of building successful AI / tech products from ideation to product / market fit and scaling 
• Relevant experience or interest in digital solutions as a lever to drive business results 
• Personal passion and excitement to learn new technologies, market trends and how AI will change the CXT Solution 
• Advanced skills in facilitating and fostering consensus among diverse teams 
• Exceptional communication skills that enable building cross-functional relationships and managing projects across multiple teams; experience and proficiency creating high quality presentations 
• Demonstrated track record of leading diverse teams with a variety of skillsets and expertise 
• Demonstrated problem solving and organizational skills with a proven track record of being a self-starter (comfortable with what could be a remote supervisor and team) 
• Previous experience in consulting or advisory roles, with a demonstrated ability to engage with clients, understand their needs, and deliver value-added solutions

Personal attributes

• Entrepreneurial and at-cause: knows how to prioritize what needs to be done and rallies colleagues to get things accomplished; “roll up the sleeves” type of attitude, with an eye for continuous improvement 
• A servant leader: track record of managing high-performing, service-oriented team members, motivating and developing colleagues above and below their own tenure and enabling their success 
• Future-oriented: appetite to advocate for the customer, disrupt and innovate 
• Collaborative: knows how to work with and through others to drive results and make change happen; well connected, with an extensive network of potentially relevant relationships 
• Fun: passionate yet humble – someone Bainies and clients enjoy interacting with