Associate Director - Customer Experience - Digital Transformation

Description: We are seeking a seasoned transformation leader to join us as Associate Director Digital Transformation. This role will spearhead large-scale strategic initiatives across the Customer Experience (CX) and Customer Service ecosystem, with a strong emphasis on voice-led operations. The ideal candidate brings deep expertise in driving measurable business outcomes, leading sizable teams, and orchestrating end-to-end transformation programs for global clients.

Key Responsibilities:

- Lead and deliver enterprise-wide, cross-functional transformation programs across multiple client accounts.

- Develop and execute transformation strategies and roadmaps aligned with organizational priorities.

- Drive initiatives focused on cost optimization, operational excellence, revenue enhancement, and CX improvement.

- Manage, mentor, and guide large-scale operations teams (10,00015,000 FTEs).

- Deploy next-gen digital and automation solutions including RPA, IVR, conversational AI, bots, analytics, Lean, and Six Sigma methodologies.

- Partner with senior stakeholders to ensure seamless execution, governance, and performance tracking.

Must-Have Experience:

- Minimum 17+ years in Transformation, Change Management, or Program Management.

- Demonstrated leadership in CX/Customer Service, particularly voice environments.

- Hands-on expertise in process redesign, digital enablement, and AI-driven conversational solutions.

- Strong stakeholder management, communication, and governance capabilities.

Preferred Qualifications:

- Background in Contact Center / BPO operations.

- Certifications such as SAFe, Six Sigma (GB/BB), PMP, or OCM are desirable.