Customer Experience (CX) Delivery Principal (Remote) at Thoughtworks

| Chicago
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Are you at your most motivated when you get to orchestrate the delivery of market leading solutions? Do you thrive when you contribute to the development and growth of emerging consulting solutions in the dynamic space of customer experience??

Thoughtworks is a global software consultancy with an aim to create a positive impact on the world through design and technology. Our community of technologists thinks disruptively to deliver pragmatic solutions for our clients' most complex challenges. We are curious minds who come together as collaborative and inclusive teams to push boundaries, free to be ourselves and make our mark in tech.

Our developers have been contributing code to major organizations and open source projects for over 25 years. They’ve also been writing books, speaking at conferences and helping push software development forward, changing companies and even industries along the way. We passionately believe that software quality is driven by open communication, review and collaboration. That’s why we’re such vehement supporters of open source and have made significant contributions to open source tools for testing, continuous delivery (GoCD), continuous integration (CruiseControl), machine learning and healthcare. 

As consultants, we work with our clients to ensure we’re evolving their technology and empowering adaptive mindsets to meet their business goals. You could influence the digital strategy of a retail giant, build a bold new mobile application for a bank or redesign platforms using event sourcing and intelligent data pipelines. You will learn to use the latest Lean and Agile thinking, create pragmatic solutions to solve mission-critical problems and challenge yourself every day. 

As a Customer Experience Service Line (CXSL) Delivery Principal, you will contribute to the ongoing evolution and scale of our CX Service Line in North America. You will partner with the CXSL leadership to drive the following primary objectives:

  • Ensure we have engagement models clearly defined for our services that drive successful delivery yet remain competitive.
  • Deliver as the senior engagement/program manager for our largest, most strategic clients and projects
  • Develop the CX engagement manager team for the CXSL as we scale and increase the number of large scale programs we deliver
  • Support the CXSL leader in maintaining clear visibility to our ongoing financial performance, our sales pipeline and our resource planning forecast

This is a key role at a vital time for breakout growth for our CX Service Line. As we scale, this role clearly evolves to be a COO for CX that truly drives significant, profitable growth for both the CXSL as well as Thoughtworks North America.

You’ll spend time on the following: 

  • Creating and continuously curating the default engagement models for CX Services through collaboration with Service Leaders and real engagement experience
  • Ensuring Revenue, Utilization and Resource Planning are tracked accurately and consistently
  • Continuously evolving CX engagement manager capabilities to address evolving needs such as subcontractor oversight, program management and complex end-to-end design and development
  • Assessing client needs 
  • Being the trusted advisor to your clients by building relationships and informing them on market trends for customer experience.
  • Overseeing and leading a team on all aspects of a complex, strategic program of work
  • Providing real-time analysis for complex consulting programs including schedule, technology, methodology, tools, solution components, and financials 
  • Speaking to the value of our delivery and how it maps to client vision and goals
  • Continuously delivering undeniable value by ensuring the high performance of Thoughtworks teams 
  • Oversee contracts, SOWs, negotiations, and billing rates 
  • Maintain focus on financials that matter 

Here’s what we’re looking for: 

  • People who thrive in ambiguous situations 
  • Naturally empathic people 
  • Comfortable leading meetings, conducting reports, acting as a trusted advisor to stakeholders 
  • Proven ability to establish, maintain, and grow "C-Level" relationships (for engagement sizes in the range of $15M - $30M+ per year in revenue) 
  • A track record of managing large-scale, complex strategy and execution engagements
  • Deep familiarity with agile development and lean design in delivery
  • Experience with enterprise program management tools, methodologies, and practices
  • Experience leading cross-functional and globally distributed teams
  • Experience with account and expectation management, third-party contractual agreements, client management, pre-sales, client reporting, and up-selling 
  • At least 3 years of experience interfacing and presenting to C-level executives
  • At least 10 years of experience leading and managing programs and/or projects, including mission critical programs, IT systems implementation, solutions development 

A few important things to know:

While we’ve traditionally been a traveling consultancy, travel is not required for this role at the moment. We anticipate the need for travel to a client site for a couple of days if support is needed, or to other offices during regular intervals, when it is safe to do so.

 Not quite ready to apply? Or maybe this isn’t the right role for you? That’s OK, you can stay in touch with AccessThoughtworks, our learning community (click "contact me about recruitment opportunities" to hear about jobs in the future).

It is the policy of Thoughtworks, Inc. to provide a work environment free of discrimination. The Company will take affirmative action to ensure applicants and Thoughtworks employees are treated without regard to race, color, religion, sex/gender, national origin, ethnic origin, veteran or military status, family or marital status, disability, genetic information, age, sexual orientation, gender expression or gender identity. This also includes individuals who are perceived to have any of the aforementioned attributes. Thoughtworks will adhere to all federal, state, and municipal laws and regulations governing employment.

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Across from Chicago's iconic Millennium Park, our office offers indescribable lake views and access to some of the city's greatest attractions.

What are Thoughtworks Perks + Benefits

Thoughtworks Benefits Overview

Personal development programs and training tailored to the career path that you choose
Allowances for books, conferences & training, cell phone, local transit, and high-speed internet
Opportunities for global assignments/travel
Internal conferences & community events

Friends outside of work
Eat lunch together
Intracompany committees
Employee-led and driven groups created as a way to help connect underrepresented employees with each other for support, networking, and relationship building.
Daily sync
Group brainstorming sessions
Pair programming
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity, equity, and inclusion have the power to create transformative social change.
Unconscious bias training
An interactive session where participants will learn what unconscious bias is, where it comes from, how to spot it, and how it can have an impact in the workplace.
Diversity Employee Resource Groups
Communities of passionate individuals committed to growing diversity, equity and inclusion at ThoughtWorks
Hiring Practices that Promote Diversity
We strive to be equitable, reflective, and inclusive of the society we live in. Home to all: regardless of age, ethnic origin, sexual orientation, gender, religion, disability, background or identity.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Mental Health Benefits
Behavioral Health Program is a free, confidential service to all employees to help with everything from mindfulness and managing stress to planning your new home purchase.
Retirement & Stock Options Benefits
401K with Employer Match up to $4500/Year. Roth (post-tax) and Traditional (pre-tax) options available.
401(K) Matching
Company Equity
All permanent employees are granted Stock Appreciation Rights (SARs) upon their hire date.
Child Care & Parental Leave Benefits
Child Care Benefits
$100/year for parenting classes
Generous Parental Leave
Birth mothers are eligible for twelve (12) weeks. Birth fathers, adoptive parents or parent through surrogacy are eligible for (6) weeks.
Remote Work Program
While we’ve traditionally been a traveling consultancy, travel is not required at the moment. We anticipate the need for travel to our client locations in the future when it’s deemed safe.
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Generous Vacation Accrual Beginning Day 1 with Year-Over-Year Rollover
12 week paid sabbatical after 10 years of employment
Paid Holidays
Paid Sick Days
7 personal/sick days per year
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Up to $130/month to cover public transportation and bicycle expenses when working in your home office.
Company Outings
Free Daily Meals
Employees get free lunches on Friday when in their home office.
Game Room
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
$1650/year to support your unique career development needs
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available

Additional Perks + Benefits

Allowances for books, conferences, cell phone, local transit, and high-speed internet
Personal development programs and training tailored to the career path that you choose

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