What are the responsibilities and job description for the SVP, Client Services and Business Unit Leader position at Walker?
Job Details
Description
Walker Overview
Walker is a full-service Experience Management (XM) firm. We believe everyone deserves an amazing experience. This is our purpose, and we fulfill it by providing the world’s leading brands with the services, guidance, and best practices needed to maximize the value of their XM programs.
Walker is located in Indianapolis, IN. We are open to on-site, hybrid, or remote work locations to meet the varying needs of our team members. Remote options are available from any state in which we have operations in the continental U.S. Walker is intentional and mindful about creating a workforce of diverse people who are compensated fairly and are free to be their authentic selves. We know doing this will further enhance the experience our associates and customers have with our company.
Start dates are flexible. Join us now—or kick off the new year with a fresh opportunity.
Position Summary:
Walker is seeking a Senior Vice President, Client Services, to lead our Financial Services & Insurance Locations business unit as the Business Unit Lead (BU Lead). This executive will oversee and drive growth across these verticals as part of our broader strategy to scale the organization to its next phase. The BU Lead is a high-impact leadership role responsible for the overall strategy, performance, and operations of a key business area, working across multiple sectors and with a diverse portfolio of major 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 verticals (Financial Services & Insurance Locations), 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.
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 & 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 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
• Ability to travel as needed, including to HQ in Indiana
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 Financial Services & Insurance Locations 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.
Why work at Walker? https://walkerinfo.wistia.com/medias/wwmqw7ssw2
Learn more about the Walker DEI efforts: https://walkerinfo.com/diversity-equity-and-inclusion/
Perks and Benefits: https://walkerinfo.com/careers/
Qualifications
Education & 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 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
• Ability to travel as needed, including to HQ in Indiana
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