CX Transformation Principal

Title: CX Transformation Principal 

Location: Virtual, home-based office 

Come shape the future of CX at MCA.

The CX Transformation Principal leads the strategic and business transformation components of enterprise CX programs and pursuits. This role works closely with executive stakeholders to define commercial transformation strategies, modernize customer-facing processes, and ensure technology implementations deliver measurable business outcomes.

The Principal serves as a trusted advisor to client leadership and partners closely with Transformation Solution Architects, Delivery Leaders, and Industry SMEs to shape large-scale transformations enabled by the Microsoft ecosystem, including Dynamics 365, Power Platform, and AI solutions.

This role plays a critical leadership position across the engagement lifecycle — from pursuit shaping and executive advisory through program delivery — ensuring that technology implementations translate into meaningful improvements in sales effectiveness, customer experience, and commercial operations.

In addition to client-facing responsibilities, the Principal contributes to the growth and maturity of the MCA’s CX capabilities by helping to develop consulting assets, mentor consultants, and build scalable methodologies that support the firm's continued expansion in enterprise CE/CX transformation. 

Responsibilities

• CX strategy and business transformation expertise 

• Lead the development of CX transformation strategies, operating models, and commercial process improvements. 

• Advise clients on best practices for modernizing customer engagement capabilities and scaling new processes across the enterprise. 

• Develop transformation roadmaps and value realization frameworks. 

• Ensure CX technology implementations support broader business objectives related to sales effectiveness, customer experience, and operational efficiency. 

• Presales and strategic pursuit support 

• Support business development and strategic pursuits by helping shape CX transformation strategy and executive narratives. 

• Participate in key client conversations, executive briefings, and discovery sessions to help position the firm’s CX capabilities. 

• Collaborate with solution architects and sales teams to develop differentiated transformation approaches for prospective clients. 

• Provide strategic guidance to proposal development, executive presentations, and pursuit strategy. 

• Engagement leadership & strategic oversight 

• Provide strategic guidance across engagements, ensuring alignment between business transformation objectives and solution delivery. 

• Drive executive stakeholder alignment by helping ensure transformation initiatives remain focused on measurable business outcomes. 

• Provide oversight across multiple workstreams including business transformation, solution delivery, change management, and data strategy. 

• CX growth & capability development 

• Help define and evolve MCA’s CX transformation methodology and consulting approach 

• Develop repeatable frameworks, tools and accelerators that improve the quality, consistency and scalability of CX transformation engagements 

• Mentor business process and functional consultants, helping develop transformation and consulting capabilities. 

• Support recruitment, onboarding, and capability development of new team members. 

• Foster collaboration across CX strategy, delivery, and technology teams across MCA. 

Required Qualifications 

• Min. 6 years of years of consulting or industry experience leading enterprise business transformation initiatives 

• Experience building transformation strategies around customer experience, customer engagement, commercial operations or CRM enablement 

• Demonstrated experience working with senior business stakeholders and executive leadership teams to deliver complex business & technology transformation programs   

• Experience supporting strategic pursuits or business development initiatives 

• Experience with Microsoft Dynamics 365 CE or similar CRM platforms 

• Experience working with industrial, manufacturing or distribution organizations 

• Familiarity with emerging AI-enabled customer engagement and commercial analytics capabilities 

• Bachelor’s degree in a related field or equivalent combination of education and experience; MBA is a plus 

• Background in consulting firms (Big 4, global SI or boutique transformation consultancies) desirable 

Skills 

• Ability to structure and guide large-scale enterprise transformation programs 

• Executive presence with the ability to advise senior stakeholders on complex transformation initiatives 

• Strong facilitation and stakeholder alignment capabilities across business and technology teams 

• Relationship-building skills that foster trusted client partnerships 

• Excellent communication and presentation abilities for executive audiences 

• Advanced proficiency in PowerPoint and visual storytelling, with the ability to synthesize complex concepts into clear, executive-ready content 

• Ability to contribute to internal practice leadership, capability development, and knowledge sharing 

• Readiness to travel up to 30%