Walker Overview:

Walker is a full-service Experience Management (XM) firm—tech-driven, people-powered and built for change. We’re all-around XM experts: a blend of technical and organizational specialists who help businesses thrive.

We help leading brands turn data into direction, align teams around what matters most and make change make sense. From customer loyalty to employee engagement to patient satisfaction, we’re experts at helping organizations act on experience.

Headquartered in Indianapolis, we offer on-site, hybrid and remote opportunities across the continental U.S., in any state where we operate. Walker is intentional about building an inclusive workplace where everyone feels valued and free to be their authentic selves. Because great experiences start from the inside out.

Position Summary:

Walker is looking for our next SVP, Client Services (BU Lead), to help scale our organization to the next phase of growth. The BU Lead is a high-impact executive leadership role responsible for full ownership of the strategy, performance, and operations of a core business unit spanning our Financial Services & Insurance + Locations verticals, with an incredible book of Fortune 500 clients. This is a general management position with P&L accountability for roughly one-third of the company’s revenue base. This is an exciting opportunity to take a high-end small consulting business and capitalize on a massive market opportunity over the next 2-3 years.

This role is a hybrid between an executive Sales and Operations leader charged with aggressively growing top-line revenue, managing margin and delivery, and building an accountable, high-performance team. The BU Lead is expected to operate with an “owner mindset,” giving the President full confidence that the unit is being led with strategic clarity, operational rigor, and strong culture.

What You’ll Own

Strategy & Performance Management

• Own and deliver the BU’s annual Sales, Revenue, and Operating Income targets.

• Set the strategic direction of the FSIL verticals, identifying high-growth segments, service innovations, and expansion opportunities.

• Develop quarterly business plans, forecasts, and reporting cadences to ensure proactive course correction and deliver forecast accuracy within +/- 5% of target within 2 years.

Sales & Commercial Accountability

• Own the commercial strategy – enabling sales, channel/partner growth, exec sponsor for major pursuits, influencing pricing strategy, and ensuring pipeline health – ultimately delivering on new and existing business sales targets.

• Collaborate with Marketing to sharpen go-to-market messaging, campaigns, and partner positioning in FSIL verticals.

Operational Leadership

• Translate strategic goals into actionable delivery plans that scale with client demand and margin expectations.

• Own project resourcing to ensure client delivery is on-time, high-quality, and profitable – partnering with project managers, client leads, and technical consultants.

• Manage operating budgets, gross margin performance, pricing, and target utilization with discipline.

• Partner closely with Executives in HR, Finance, and Sales Ops on proactive workforce planning, resourcing, and hiring strategies.

Team Leadership & Talent Development

• Lead and inspire a team of 20-30 US-based managers, consultants, and specialists—setting a high bar for performance and accountability.

• Coach and grow future leaders from within the unit; make the tough calls when necessary to protect the standard.

• Collaborate with the Chief People Officer to ensure hiring, onboarding, and performance management align with company values and growth goals.

Culture & Executive Team Membership

• Model company values and leadership standards in every interaction—with staff, peers, clients, and partners.

• Contribute actively to enterprise-level decisions and strategy as a key member of the Executive Team.

• Support the President and peer BU Leads in driving a unified, resilient culture across business units.

Education and Experience:

• 10+ years of experience in professional services, consulting, or other B2B services industries with a clear track record of revenue and P&L accountability

• 5+ years in a senior leadership role with direct team management responsibility

• Demonstrated success of in a channel partner environment, significantly scaling a services line of business through existing business expansions.

• Experience working within or selling to companies in the FSIL (Financial Services & Insurance + Locations) space preferred

• Bachelor’s degree required; MBA or advanced degree strongly preferred

Knowledge/Skills/Abilities:

• Business Acumen: Strong command of financial statements, performance levers, and value creation strategies

• Leadership Presence: Steady, decisive, and action-oriented with high emotional intelligence and trust-building ability

• Commercial Instincts: Naturally tuned to what clients want, what the market is signaling, and how to win new business

• Operational Discipline: Organized, focused, and data-driven with the ability to drive results through others

• Talent Magnet: Builds teams that others want to join; expects excellence but invests in development

• Owner Mentality: Makes decisions like it’s their name on the building—stewarding budget, time, people, and priorities responsibly

Example Achievements of Candidate Profile

• Grew revenue by 70% in three years while improving gross margin by 20%

• Reorganized a delivery team to reduce cost overruns by 20% and improve client satisfaction to 50%+ NPS

• Built and led a vertical practice serving media and tech clients with a double-digit annual growth rate

• Launched a new offering that opened up a $2M/year line of business within 18 months

• Hired and mentored 4 direct reports who were promoted into management roles within two years

Walker is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.