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thoughtworks

Sydney

Regional Service Line Leader - [APAC]- Customer Experience and Product Design

ON-SITE SENIOR
Posted 3 days ago
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Company snapshot

thoughtworks

Thoughtworks is a leading technology consultancy that focuses on transforming digital journeys for clients by delivering innovative software design, engineering excellence, and strategic insights to address pressing global challenges.

SAAS Enterprise Consulting & Professional Services B2B
HQ
Chicago, Illinois, United States
Team size
10K-50K
Founded
1993
Funding raised
$748M
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Quick Summary

Role Overview

Regional Service Line Directors are client and market-facing professional services leaders responsible for the Customer Experience, Product and Design Service Line. They lead regional go-to-market strategies and oversee the delivery of specialized services to drive business growth.

Key Responsibilities

  • Execute regional go-to-market strategies for customer experience and product management offerings
  • Advocate for the service catalog to sales teams to maximize asset reuse and forecasting
  • Assign specialized practitioners to pursuits and assess service fitment for clients
  • Collaborate with account teams to craft unique client solutions across different offerings
  • Partner with global development teams to represent regional challenges and opportunities
  • Recruit and manage the staffing and utilization of regional practitioners within the service line

Requirements Snapshot

  • Strong understanding of user experience design and product management disciplines
  • Proven business acumen for managing a professional services practice
  • Strong internal and external consultative sales capabilities
  • Relentless focus on the market and customer requirements
  • Highly collaborative mindset for working across regional and global teams

Expected Impact

The director will drive regional service expansion and increase the penetration of CXPD offerings across key clients. By optimizing practitioner staffing and asset usage, they will improve client gross margins and maintain high employee engagement and customer satisfaction scores.

A DesignJobs.World summary of the employer's posting, written to highlight scope, requirements, and fit (AI-assisted, human-reviewed). For full details, see the description below.

Job Description

Regional Service Line Directors are client and market facing professional services leaders. They are responsible for Customer Experience, Product & Design (CXPD) Service Line.

Job responsibilities

  • Regional go-to-market for offerings: Executing the regional go-to-market of customer experience, product management and experience design offerings and their relevant services.
  • Advocate and promote CX and Product service catalog to market sales teams and Ensure  teams are selling from the catalog as often as possible to maximise asset reuse, improve service tracing in CRM and improving forecasting. Drive and assists pursuits as the first point of contact for sales teams.
  • Assign specialized Regional Practitioners to pursuits to increase our right to win and assess pursuits for service fitment and tailor existing services as necessary.
  • Collaborate with representatives of other offerings and services in region, as well as account and partnership teams, to craft unique client solutions as necessary.
  • Contribute to service development and evolution - Collaborate with Global Service Development Teams to represent their unique regional challenges and opportunities when defining go-to-market strategies for offerings and services.
  • Collaborate with Market Directors to identify new/missing services and raise them to the Global Service Development Team and provides continuous service feedback to the Global Service Development Team.
  • Talent management & operations - Recruit and onboard new Regional Practitioners within their service line, sourced both internally and externally.
  • Oversee the staffing of key Regional Practitioners, as well as the delivery of Offering-led engagements and oversee tracking and forecasting of Regional Practitioner staffing and utilisation.
  • Maintains a skills/capabilities assessment for Regional Practitioners to aid in fitment for pursuits.

Job qualifications

Technical Skills

  • Service expansion in the region: closed won deals (# and TCV by service - direct and follow up work).
  • Client gross margin on offering-led work.
  • Gross margin.
  • Service penetration (% of top 40 / next 40 clients).
  • Client NPS on engagements aligned to services.
  • Qualitative feedback from internal customers (i.e. market sales teams).
  • Usage of pursuit and delivery assets (% of relevant pursuits that used assets).
  • Employee engagement scores.

Professional Skills

  • Strong understanding of user experience design and product management disciplines, including advisory and delivery.
  • Business acumen for managing a professional services practice. 
  • Strong internal and external consultative sales capabilities.
  • Relentless focus on the market and customer.
  • Highly collaborative.

Other things to know

Learning & Development

There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.

Responsible Use of AI in Recruitment

At Thoughtworks, we use AI tools to support our recruitment team with administrative tasks such as drafting communications, scheduling interviews and writing job descriptions.

Crucially, our AI tools do not screen, assess, rank or make hiring decisions. Every application is reviewed by our team and all selection decisions are made exclusively by our interviewers and hiring managers.

We are committed to fairness and responsible AI. We actively manage our AI systems by testing, monitoring for biased outcomes and implementing mitigation measures. We hold our third-party vendors to these same high standards through a rigorous governance process. For additional information, please see our full Thoughtworks AI Policy for Recruitment.

About Thoughtworks

Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary.

#LI-Remote

See here our AI policy.

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