Manager, Experience Design & Strategy

Lead a client engagement, owning delivery from initiation to outcome.

Understand the client's environment, ecosystem, and industry context, translating a desired outcome or vision into an executable plan that a team can follow and deliver against.

Navigate complex client environments, including those with competing priorities or unclear requirements.

Build and manage relationships with key client stakeholders, while engaging effectively with stakeholders across all levels of the client as required.

Manage the commercial mechanics of the engagement including resourcing, change control, and scoping.

Identify and shape business development opportunities within existing accounts, contribute to proposal development and begin to progress opportunities.

Articulate the firm's value clearly and connect client needs to potential solutions.

Build familiarity with North Highland’s go-to-market strategy and products, and how these can be adapted to new clients.

Build team capability through coaching, clear direction, and addressing blockers to performance.

Maintain accurate and timely operational data such as timesheets and project updates as the foundation for good decision-making across the firm. Reinforce its importance across the team. 

Use AI tools to support and accelerate work. Apply critical thinking to all prompts and AI generated outputs. Understand the risks of taking AI output at face value and take full ownership of everything produced, regardless of how it was generated.

Prior experience in management consulting or professional services, acting as engagement lead or equivalent, with accountability for full project delivery.

Experience managing the commercial responsibilities of a consulting engagement: margin, invoicing, resourcing, and scoping.

Ability to manage senior stakeholders and navigate complex client engagements, sensitive environments and take difficult situations to successful outcomes.

Experience leading and developing a consulting team, including performance management and career development of others.

Ability to and interest in contributing to business development activity, with evidence of starting to lead pursuits and proposals independently. 

Expertise in workforce strategy, transformation, or organisational change, using human-centred design to shape practical solutions that support adoption, engagement, effectiveness, and business outcomes.

Deep expertise in one or more of: service and experience design, capability and skills, talent management, or workforce technology, experience and adoption.

Credibility advising senior stakeholders on workforce experience, organisational effectiveness, and the future of work.

Able to connect business strategy to workforce implications, helping senior clients understand how work, skills, talent, organisation, experience and technology need to evolve, and translating those choices into practical workforce transformation.

Experience leading complex client engagements and multidisciplinary teams through research, co-design, solution development, and implementation with accountability for outcomes and value delivered.

Strong understanding of technology-enabled workforce change, including AI, with the ability to translate workforce and user needs into technology requirements, shape technology-enabled solutions with the business and technology teams and lead the design of the employee experience, journeys and ways of working required to drive adoption and value realisation.

Thought leadership in workforce strategy and human-centred transformation, including market-facing propositions and points of view

Entrepreneurial mindset and desire to shape client demand and identify opportunities in an emerging offering.