CX Transformation Consultant (Contact Center Focus)

Key Responsibilities:

CX Strategy Development:

• Collaborate with BFSI clients to define transformative customer experience strategies and roadmaps that address their specific needs and challenges.
• Identify opportunities for differentiation and innovation within contact center operations.

Technology Assessment & Advisory:

• Evaluate existing CX and contact center technologies, providing actionable recommendations to enhance operational efficiency and CX outcomes.
• Advise on the selection and integration of technologies such as AI, automation, CRM, analytics platforms, and omnichannel solutions.

Journey Mapping & Design:

• Lead the development of customer journey maps to identify pain points, gaps, and opportunities for improvement.
• Design seamless, personalized, and efficient customer journeys that align with organizational goals.

AI and Automation Strategy:

• Define strategies for incorporating AI and automation into contact center processes, improving scalability, efficiency, and customer satisfaction.
• Collaborate with technical teams to ensure successful implementation and adoption.

Change Management & Organizational Alignment:

• Support clients in managing organizational change by aligning stakeholders, processes, and culture with new CX strategies.
• Develop training and communication plans to ensure smooth transitions.

Data-Driven Insights & Analytics:

• Analyze customer and operational data to derive actionable insights and measure the success of transformation initiatives.
• Provide recommendations for continuous improvement using advanced analytics tools.

Omnichannel & Personalization Strategies:

• Design omnichannel CX strategies to deliver consistent and connected customer experiences across all touchpoints.
• Develop and implement personalization and retention strategies to build customer loyalty and increase lifetime value.

End-to-End Implementation Support:

• Provide hands-on support during the implementation of CX transformation initiatives, ensuring projects meet defined goals and timelines.
• Act as a liaison between stakeholders to ensure seamless execution and post-implementation optimization.

Qualifications:

• Bachelor’s degree in Business, Technology, or a related field; MBA or advanced degree preferred.
• 8+ years of experience in contact center operations, CX consulting, or digital transformation.
• Experience with program / project management, preferably in the context of CX consulting and/or digital transformation.
• Demonstrated expertise in at least one of the following service areas: customer journey mapping, omnichannel strategy, and data-driven insights.
• Proven experience with CCaaS and other AI-enabled CX technologies.
• Excellent stakeholder management, communication, and problem-solving skills.
• A background in the Banking, Financial Services and Insuranceindustry and knowledge of the BFSI industry challenges, regulatory requirements, and customer expectations is preferred.

Preferred Skills:

• Experience working with leading CX technologies (e.g., NICE, AWS Connect, Genesys).
• Familiarity with leading cloud providers and services (e.g., AWS, Azure).
• Familiarity with design thinking, agile methodologies, or Lean Six Sigma.
• Excellent written and verbal communication skills.
• Experience working in multicultural, global teams.