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COMPANY OVERVIEW:

This is a leading operations management and analytics company that helps businesses enhance growth and profitability. The company integrates analytics, automation, benchmarking, BPO, consulting, industry best practices and technology platforms to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance.

The Analytics Practice provides data-driven, action-oriented solutions to business problems through statistical data mining, cutting edge analytics techniques and a consultative approach. The company takes an industry-specific approach to transform clients’ decision making and embed analytics more deeply into their business processes. The global footprint of nearly 10,000 data scientists and analysts serves the insurance, healthcare, banking, capital markets, utilities, retail and e-commerce, travel, transportation and logistics industries.

This US based company has more than 58,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), Latin America, Australia and South Africa.

POSITION OVERVIEW:

The VP of Customer Experience (CX) oversees and manages the customer experience efforts, ensuring a positive and seamless experience for customers at every touchpoint. This includes driving customer experience strategy, leading initiatives, and ensuring alignment across the organization. 

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 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

PREFERRED PROFILE:

• 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

LOCATION: Hybrid in Dallas, TX

Job ID# 3255437

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