Head of CX Solutions

Cabin Consulting is seeking a Head of CX Solutions to serve as a pivotal pre-sales lead and strategic architect. This role is designed for a visionary leader with deep expertise in Design Thinking, Experience Strategy, and User-Centric Discovery who can translate complex enterprise challenges into compelling, human-centered proposals.

Operating similarly to a Sales Engineer, you will be the "wedge" for new client relationships utilizing intense workshops and ideation sessions to define the vision, engagement model, and value proposition for prospective projects. Once a project is sold, you will transition into a high-level advisory role, ensuring our delivery teams remain aligned with the experience strategy you have architected.

This role is a critical blend of thought leadership and strategic experience design, operating as the primary bridge between a client’s business ambitions and Cabin’s delivery excellence. As the Head of CX Solutions, you serve as our premier Subject Matter Expert (SME) in Experience Strategy, possessing the rare ability to navigate large-scale organizational complexities while maintaining a "user-first" mindset.

You are a practitioner who understands the nuances of the Enterprise Experience Lifecycle. You guide clients away from rigid, technology-first requirements toward discovery-led, empathy-driven development. You understand that enterprise transformation is as much about stakeholder alignment and cultural change as it is about digital interfaces.

You will operate across the core solution domains that drive modern enterprise value, including:

• Customer Experience & Digital Commerce: Architecting journeys that deepen loyalty and drive top-line revenue.
• Operational Excellence: Using service design to identify internal friction points where digital products can improve the employee experience.
• Visionary Modernization: Helping clients see "what could be" by unlocking the human value within legacy environments.

You must apply a CX lens across diverse industry verticals to understand how technology serves specific human goals:

• Financial Services: Delivering seamless, trust-based digital banking experiences.
• Retail & Hospitality: Bridging physical and digital touchpoints to create unified customer journeys.
• Healthcare: Designing patient-centric solutions that balance privacy with improved outcomes.
• Industrial: Enhancing supply chain visibility and shop-floor connectivity through intuitive design.

• Unlocking Client Funding: Clients need to understand the what, why, and how to secure internal funding. You provide the strategic clarity they need to socialize Cabin as their partner of choice.
• Precision in Fixed-Bid Models: Our success depends on your ability to structure engagements that are clearly scoped and technically sound while remaining focused on user value.
• Talent as the Product: We must design engagements with thoughtful assumptions that allow our delivery teams to do their best work without burnout.
• Cross-solutioning for Engagements: You design engagements that integrate strategy, innovation, design (and beyond), ensuring a cohesive solution narrative and coordinated execution across functional teams

• Speculative Experience Development: Lead the ideation and design of digital solutions that enable clients to obtain capex funding.
• Workshop Leadership: Design and run intense whiteboard sessions and ideation meetings to drive alignment, map out investment areas, and strategically position larger-scale engagements
• Engagement Architecture: Define the framework for prospective projects, including the methodology (Discovery vs. Delivery) and key deliverables.
• Pre-Sales & Scoping: Own the end-to-end process for strategy engagements, from initial consultations to pitch support.
• Delivery Onboarding: Lead internal kickoffs to transfer "user-first" domain knowledge to the execution teams.

Strategic Advisory & Delivery Support

• Fractional CX Leadership: Serve as a billable, fractional "Head of Experience" for strategic accounts, providing macro-level guidance.
• Escalation & Intervention: Act as a "parachute player" for issue triage or strategic course correction during critical milestones.
• Solution Refinement: Lead internal forums for rigorous solution critique to ensure our problem-solving remains world-class.

• Methodology Champion: Collaborate with marketing to establish Cabin’s authoritative voice on product discovery and delivery through case studies, whitepapers, and speaking engagements.
• Market Alignment: Monitor market trends to ensure Cabin’s methodology remains competitive and aligned with how enterprise clients buy digital services.

• 15+ years of progressive leadership in Design Strategy, CX, or Technology Consulting within large-scale enterprise environments.
• Mastery of Design Thinking: Deep expertise in moving projects from speculative ideation to rigorous execution.
• Expertise in Enterprise Scoping: Proven track record of defining fixed-bid, fixed-scope engagements and SOWs.
• Industry Versatility: Experience delivering solutions across Financial Services, Retail, Healthcare, Hospitality, or Industrial sectors.
• Strategic Financial Acumen: Ability to build business cases that unlock capex funding for digital initiatives.
• Methodological Flexibility: Expert command of Agile, Lean, and Dual-Track Discovery frameworks.
• Bachelor’s degree in Design, Business, or a related field (backgrounds from institutions like SCAD are highly valued)

• Advanced Degree: An MBA or Master's in Design Strategy or a technical field.
• Consulting Practice Architecture: Experience building or leading a "Solutions" function in a digital consultancy.
• Published Thought Leadership: A portfolio of whitepapers or speaking engagements focused on CX or Digital Transformation.

You are a "servant-leader" who thrives on the "blank whiteboard" stage of a relationship. You are equally comfortable whiteboarding a speculative vision as you are auditing a delivery timeline. You are a Design Strategist who can envision a human-centered solution and then build the blueprint for others to discover, design, and develop

For more information, please apply or reach out to [email protected].