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North Highland Executive Experience Design (Sparks Grove) in United States

Sparks Grove is the Experience Design division of North Highland, a global management consulting firm. We help businesses with their challenges, by creating experiences that matter and better connecting them with customers and employees. We pride ourselves on having fun along the way too – we take our ourselves lightly and our work seriously.

Sparks Grove is a well-established capability of North Highland in the US - in 2017 we established our London office capability. Our home in Holborn Circus is open, energetic and fast growing. Our bright, capable people bring their whole selves to work and have a passion for building our business as well as helping our clients.

Executive, Sparks Grove – Experience Design

This role is responsible for leading and further growing Sparks Grove in London and will also contribute to the global leadership of the Experience Design capability within North Highland.

As the Experience Design Executive, you will focus on growing the London business – building a strong, stable pipeline of work, bringing in C-level client relationships, supporting our team of experience design consultants with development and growth opportunities and establishing market eminence. You will integrate and apply innovative design methods and approaches to optimize consumer, business and employee experiences across a broad base of clients and industries and evolve our offerings as required to meet changing market needs. You will have a strong people focus, excel in and enjoy coaching others and come prepared to inject some personality and fun into the day-to-day.

In this exciting role, you will:

  • Lead our Experience Design capability in London, setting strategic direction and driving growth through business development

  • Bring and grow a network of trusted relationships with senior executives/ buyers in the UK market

  • Be a thought leader in Experience Design and the latest business, technology trends and innovations, contributing to ongoing thought leadership and perspective

  • Contribute to the formal development of service design practice tools, methodologies and applications, inspiring innovative approaches and techniques

  • Work with other leaders and stakeholders of the firm to continuously identify spaces where Experience Design can add value to clients, and help originate and scope related opportunities

  • Collaborate creatively with Client Executives and account teams to grow existing and build new client relationships with some of the most exciting brands in the world

  • Responsible for the acquisition and development of large national accounts, including overall relationship of assigned account(s), account growth, quality of delivery, client satisfaction, risk management, profitability, and client team effectiveness

  • Foster a high-quality human experience for our team through effective coaching, mentoring, development of career paths, and modeling superior management and leadership skills

  • Build the team’s capabilities through skills development and acquisition programmes

Qualifications, Skills and Experience - Basics

  • Bachelor's Degree from an accredited college/university or equivalent experience

  • Management consulting, agency environment or a CX or Service Design Leadership role within industry

  • Proven track record of building a business or Experience Design practice and team, particularly in a consulting environment

  • Strong people focus; experience of growing and developing a talented team of designers/ consultants

  • An established network of senior executives and buyers in the UK market

  • Commercially astute with a strong focus on growth and profitability

  • Ability to establish immediate credibility with senior executives and within the company with the skills to build consensus and achieve goals through influence

  • Proven expertise in some combination of the following domains: VoC, customer insight and understanding, design research, experience strategy, experience design, innovation and implementation, experience design measurement

  • Ability to engage and inspire a team and clients about trends, and form our point of view

  • Positive attitude, excellent communications skills and the ability to act on own initiative with a strong commitment to client service

  • Strong presentation development and storytelling skills

  • Business development experience including a personal network of potential consulting buyers

Qualifications, Skills and Experience - Bonus

  • External accreditation or recognition via recognised professional bodies

  • An established voice in the market on the topic of Experience Design

Like the sound of this? Let’s talk!

North Highland is a global management consulting firm known for helping clients solve their most complex challenges related to customer experience, performance improvement, technology and digital, and transformation. We add value and support our clients across the full spectrum of consulting, from strategy through delivery. We bring the big ideas, then we make them real. North Highland is an employee-owned firm, headquartered in Atlanta, GA, with more than 3,000 consultants worldwide and 60+ offices around the globe. The firm is a member of Cordence Worldwide (www.cordenceworldwide.com), a global management consulting alliance. For more information, visit northhighland.com and connect with us on LinkedIn, Twitter and Facebook.

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