Director, Client Experience (MS)

Job description

This role is responsible for building and leading the Client Experience function for Managed Services’ most strategic clients. The Director, Client Experience, will stand up and lead a team of consultants aligned to core service lines, ensuring seamless onboarding, strong client relationships, and a consistent, high-quality experience across delivery. This role sits at the intersection of client, delivery, and commercial teams. It requires both strategic relationship management and hands-on coordination to ensure services are delivered effectively and opportunities for growth are identified and realized. What you’ll do: Build and Lead the Client Experience Function - Stand up and lead a team of Client Experience consultants aligned to key service lines - Define the role, responsibilities, and operating model for the CX team - Establish standards for client engagement, communication, and escalation Own Client Onboarding & Experience: - Oversee onboarding of strategic clients, ensuring alignment between client expectations and delivery capabilities - Ensure a consistent, high-quality experience across all service lines - Act as the first point of escalation for complex or high-impact...