Reporting To: Senior Vice President Technology & CX Transformation
Role Summary:
- This role blends strong technical execution with business problem-solving skills, driving digital and CX transformation programs across multiple customer engagements.
- The individual will work very closely with business stakeholders in a consultative manner to identify transformation opportunities, define the business case, draw the solution roadmap, work with delivery & support team for execution and driving/owning the final transformation outcome.
Key Responsibilities:
- Own and drive end-to-end Customer Experience (CX) and Digital Transformation programs across customer business units, functioning as a Centre of Excellence (COE).
- Lead the concept-to-execution lifecycle including opportunity identification, solution design, implementation, and value realization.
- Deliver measurable outcomes across P&L impact, ROI, customer satisfaction, and operational efficiency.
- Champion change management and adoption, ensuring sustainable transformation outcomes.
- Actively contribute to enterprise-wide strategic initiatives, innovation agendas, and technology forums.
Program Governance & Delivery:
- Establish and manage program governance frameworks, KPIs, and success metrics for transformation initiatives.
- Drive cross-functional alignment to ensure seamless execution across business, operations, and technology teams.
- Proactively manage risks, dependencies, and milestones, ensuring timely and high-quality delivery.
- Track and report benefits realization and business impact to senior leadership.
Stakeholder & Client Engagement:
- Lead and participate in client workshops, discovery sessions, RFP responses, and solution demonstrations.
- Act as a trusted advisor to clients and internal stakeholders, shaping CX and digital strategies.
- Collaborate with senior leadership to define roadmaps, prioritize initiatives, and align transformation goals.
- Influence decision-making through data-driven insights, business cases, and strategic recommendations.
Skills & Qualifications:
- 5-8 years of experience in technology consulting and digital transformation.
- Hands-on exposure to automation and digital platforms / products.
- Strong analytical and communication skills.
- AI, analytics, or CX tool familiarity.
Good to Have:
- Process improvement / Lean / Six Sigma exposure.
- Agile / Scrum knowledge.
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