CX Engagement Lead

Primary Responsibilities

Consultatively shape CX opportunities along with clients and Drive solutioning for CX problem statements.

Define and implement the digital CX go-to-market strategy for the target industry segments

Lead opportunity identification, progression and closure for end-to-end the customer value chain transformation for our clients

Lead creation of CX solution design and roadmap, and its implementation across the critical CX capabilities including:

Customer experience design, customer journey mapping

Conversational AI implementation in CX workflow

Solution architecture (features, functionalities, upstream & downstream impact on the CX workflow)

Technical architecture (data flow, technologies, how they interact and integrate, technology selection, scalability, security)

Strong expertise in one or more CCaaS solutions like NICE, Genesys. Range of capabilities to manage inbound and outbound customer interactions across various channels such as voice, email, chat, social media, and SMS

Foster deep relationships with client stakeholders by demonstrating insight and thought leadership on application of digital in their context to help them meet their business goals

Work with teams across the business to generate innovative CX solutions

Implement the CX consulting deliverables, including blueprinting and assessments.

Work with BU/account leadership to define a clear and compelling CX digital strategy for clients for target business/industry areas

Own P&L of CX transformation for the target industry/service lines

Ensure knowledge sharing and CX best practices between teams to drive a robust digital ecosystem

Define and demonstrate the value proposition of data-led CX transformation for clients

Skills and Capabilities

Work with clients in a consultative way

P&L Management for digital consulting projects for the target business area

Co-define solutions with clients

Think innovatively and design and deliver client oriented digital solutions Lead conversations on digital transformation with CXOs

Be the trusted advisor to clients on how to create value through digital

Have deep domain and technical acumen

Proven influencing and collaboration skills

Have an innovative and disruptive mindset, constantly looking forward

Relentlessly pursues excellence

Structured leadership communication and presentation skills with strong executive presence

Digital portfolio management and strong client/stakeholder management capabilities

Experience

12+ yrs of proven track record in leading CX transformation and driving P&L of digital teams

Customer experience design, customer journey mapping

Conversational AI implementation in CX workflow

Solution architecture (features, functionalities, upstream & downstream impact on the CX workflow)

Technical architecture (data flow, technologies, how they interact and integrate, technology selection, scalability, security)

Strong expertise in one or more CCaaS solutions like NICE, Genesys, AWS. Range of capabilities to manage inbound and outbound customer interactions across various channels such as voice, email, chat, social media, and SMS

Should have led large technology-led organizational change initiates

Should have led 20+ team of multi-disciplinary capabilities including solution architects, delivery leaders, technical architects, automation and analytics SMEs, and developers.

Demonstrated experience in working with both senior business and technology stakeholders