In the past 18 years, Mito has grown from 3 guys, averaging an age of 27, to over 230 people dreaming up the most clever things our clients have ever seen (unless they’ve seen the Large Hadron Collider). Along the way, we’ve evolved together with the world around us: as digitalization, design and agile ways of working kept bringing new challenges, we kept adapting and reinventing how we work. Today, beyond campaigns, websites and apps, we design loyalty programs and complex digital ecosystems for inspiring brands all over the world, helping them not only stand out, but build lasting relationships with their customers.
Now we're looking for an experienced business consultant to lead our Customer Experience (CX) Strategy & Business Transformation practice. You'll bring classic consulting rigor to the customer experience space: diagnosing business problems, building the business case and guiding C-level clients to decisions that pay off. A good feel for service design and design thinking will help you get there.
Your tasks will be:
- Strategic Consulting: Break down complex client problems with structured, hypothesis-driven thinking, and turn them into clear, decision-ready recommendations for C-level stakeholders.
- Business Design & Transformation: Help clients make solutions work within their organization by designing the right operating models, processes and ways of working, identifying missing capabilities and supporting their development.
- Business Value & Impact: Build ROI models and business cases that quantify and prioritize the value of experience investments, and champion them in front of decision-makers.
- Practice Ownership: Define and evolve the practice's service portfolio, value proposition and quality standards, together with the CX Director and the Experience Design & Delivery Practice Lead.
- Methods, IP & AI: Build frameworks, toolkits and reusable knowledge that make our consulting work scalable and repeatable, bring AI-augmented ways of working into the practice, and help our clients assess and grow their own AI maturity.
- Research & Insight: Lead customer and business insight work, support solution insight, and build strategic partnerships with research providers (panel, field, data and specialist partners).
- Business Development: Play an active pre-sales role through presentations, discovery calls, pitches and RFP/RFI leadership. Grow the pipeline together with our Growth and Client Services leads, and steer the practice's utilization, productivity and budget.
- Team Leadership: Hire, lead, coach and grow a team of Business Consultants. Set goals, give feedback, build career paths, and make sure the team has what it needs to do its best work.
We would like you to have:
- At least 6–8 years of experience in management / strategy consulting, and / or in innovation management, including at least 3 years of team leadership, ideally in a strategy consulting or agency environment.
- A classic consulting toolkit: MECE, issue trees and hypothesis-driven problem solving are second nature to you, and your recommendations are short, sharp and decision-ready.
- Strong quantitative and financial skills. ROI modeling, business cases, P&L and forecasting are part of your everyday work.
- Experience across several industries. We care more about range than one deep vertical.
- Confidence with C-level clients, and the presence to be a trusted advisor in the room.
- A genuine affinity for service design and design thinking: you see the value of framing problems from the customer's side, and you're curious to bring that into your consulting work.
- Excellent communication, pitching and storytelling skills, including strong visual narratives.
- Practical AI fluency: you use AI tools in your daily work and can critically evaluate what they produce.
- Experience facilitating client workshops and handling conflict calmly and diplomatically.
- Fluent Hungarian and business-level English, spoken and written. You can comfortably run a negotiation or a client presentation in either language.
We would be extra happy if:
- You've already put service design or design thinking into practice on real projects, not just read about it.
- You've worked client-side (in-house) in a business, marketing or Customer Experience strategy role and know what it's like on the other side of the table.
- You have a business analyst background or past experience with P&L ownership.
- You have hands-on experience in design research or market research.
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