Associate Principal, CX Application Strategy

LOCATION AND FLEXIBILITY

Our Associate Principal, CX Application Strategy, will maintain an in‑office presence in a hybrid capacity (Tuesdays, Wednesdays*, Thursdays). This role can be located in Boston, MA; Columbus, OH; Charlottesville, VA; or Durham, NC.

*The Boston, MA office is not required to be in the office on Wednesdays.

THE OPPORTUNITY

We are seeking an agile, forward‑thinking Associate Principal, CX Application Strategist, to drive digital and AI transformation initiatives across our global contact center operations.

Note: While this is a leadership‑level role in our consulting practice, this is not a legacy systems role. We are explicitly looking for a hybrid strategist and technologist (ideally with 3–6 years of highly relevant experience) who understands the modern AI ecosystem (Conversational AI, LLMs, AI Agents) and can translate those capabilities into high‑impact business outcomes.

Operating at the intersection of management consulting and solutions architecture, you will partner closely with CX strategy and AI product teams to move clients rapidly from concept to working proofs‑of‑concept. The ideal candidate has a “builder” mindset, a deep understanding of the modern tech stack, and the ability to confidently counsel enterprise clients on adopting cutting‑edge CX innovations to redefine the future of customer experience.

RESPONSIBILITIES

• Bridge Strategy & Technology: Act as a strategic bridge between business goals and AI capabilities, defining UX features, AI agent‑assist tools, and the success metrics for modern deployments.
• Strategic Prototyping: Move clients beyond theoretical frameworks by designing AI‑driven CX strategies and advising on pilot programs and implementation readiness.
• Build Business Cases: Partner with Produ