Director, Customer Practice Digital Solution

Job description / Role

Description & requirements

What makes us a great place to work

We are proud to be consistently recognized as one of the worlds best places to work. We are currently the top ranked consulting firm on Glassdoors Best Places to Work list and have earned the #1 overall spot a record seven times. Extraordinary teams are at the heart of our business strategy, but these dont happen by chance. They require intentional focus on bringing together a broad set of backgrounds, cultures, experiences, perspectives, and skills in a supportive and inclusive work environment. We hire people with exceptional talent and create an environment in which every individual can thrive professionally and personally.

Where youll fit within the team

As the Senior Director, Product Management, you will lead the strategy, roadmap, commercialization, and ongoing evolution of Bains priority AI-enabled products within our Customer Experience Transformation (CXT) solution. You will shape a scalable product portfolio that helps clients unlock customer-led growth through innovative AI-powered capabilities.

Working across product, commercial, and technical teams, youll translate strategic priorities into successful products that deliver measurable client impact. Youll partner with senior leaders across Bain to define product vision, prioritize investments, guide product development, drive adoption, and continuously improve products based on market feedback and real-world usage.

What youll do

You will serve as the senior product leader for CXTs priority AI-enabled product portfolio, ensuring products solve meaningful client challenges while supporting Bains long-term growth strategy.

Key responsibilities include:

• Own the product strategy, roadmap, commercialization, and lifecycle management for priority AI-enabled products within CXT.
• Translate business strategy into clear product priorities, MVPs, launch plans, and long-term product roadmaps.
• Make build/buy/partner decisions in collaboration with the GSL.
• Partner with technical, commercial, and client-facing teams to define product requirements and deliver scalable solutions.
• Drive product discovery with Partners, case teams, clients, and internal stakeholders to identify high-value opportunities.
• Develop business cases, product narratives, demonstrations, enablement materials, and commercialization plans.
• Define and monitor product success metrics, including adoption, usage, commercial performance, and client impact.
• Lead ongoing product enhancement through user feedback, market developments, competitive insights, and emerging AI capabilities.
• Foster strong product management discipline across the CXT portfolio while ensuring products integrate into a cohesive client offering.

Lead the evolution of CVCP

You will help establish Customer Value Creation Potential (CVCP) as the strategic entry point into Bains Customer Experience Transformation offering by:

• Defining the product roadmap for outside-in and inside-out diagnostic capabilities.
• Translating client and case-team needs into repeatable product requirements.
• Standardizing scalable product components while identifying areas requiring industry or client customization.
• Working closely with cross-functional teams to ensure required data and analytical capabilities are available.
• Supporting commercialization through demonstrations, delivery guidance, and client-ready materials.
• Continuously improving the product based on adoption, lighthouse engagements, and client feedback.

Shape Athena and engagement acceleration

You will drive the commercialization and ongoing development of Athena and related engagement acceleration products by:

• Defining commercialization priorities across markets and industries.
• Developing repeatable deployment models, use cases, and playbooks.
• Positioning Athena as a differentiated accelerator that helps clients rapidly move from ideas to measurable value.
• Collaborating with product, technical, and commercial teams to prioritize enhancements.
• Refining the product portfolio through deployment insights and evolving market needs.

Build Bains synthetic customers capability

You will help establish Bains Synthetic Customers capability as a differentiated AI-powered offering by:

• Defining the long-term product vision and roadmap.
• Prioritizing client use cases across customer experience, marketing, loyalty, proposition, and brand.
• Translating client and case-team requirements into scalable product features.
• Leveraging Bains proprietary data assets to create differentiated client value.
• Building compelling commercial narratives and evolving the product through continuous market learning.

About you

Were looking for someone who brings strategic product leadership together with strong commercial instincts and the ability to influence across a complex stakeholder environment.

You will likely have:

• 8-10 years of product management experience, with experience leading product strategy and product management for enterprise software, AI-enabled products, or digital platforms.
• Demonstrated success developing product roadmaps from concept through commercialization and ongoing product management.
• Strong understanding of AI-enabled product development and agile product management principles.
• Experience working with senior executive stakeholders across business, commercial, and technical functions.
• Excellent communication and stakeholder management skills with the ability to influence without direct authority.
• Strong client-facing credibility including client c-suite (CTO/CDAO level) and experience supporting executive-level discussions.
• Experience translating business problems into clear product requirements.
• Proven ability to manage multiple strategic priorities in a fast-paced, highly collaborative environment.
• Passion for innovation, customer-centric product development, and delivering measurable business value.