Noida, Uttar Pradesh
Job Summary
The Customer Experience (CX) Transformation lead is accountable for CX transformation, driving measurable business outcomes across clients through an integrated model spanning Consult, Build, Deliver, and Scale.
This role leads to a unified transformation engine that combines advisory, assets, execution, and value realization, ensuring CX programs translate into tangible impact.
Key Responsibilities
Advisory & Opportunity
Objective: Identify, shape, and win transformation opportunities
Execute enterprise-wide CX strategy and vision aligned to client business objectives and growth goals
Lead CX diagnostics and customer journey assessments (CJM, VSM) to identify transformation opportunities
Develop business cases, ROI frameworks, and value hypotheses for CX transformation initiatives
Partner with sales and client leadership teams during pursuits, articulating a compelling CX transformation vision
Engage executive stakeholders to secure sponsorship and alignment for large-scale transformation programs
Define target operating models (TOM) for customer experience across channels and functions
2. Assets, Platforms & IP
Objective: Create scalable, reusable CX capabilities
Drive CX platform strategy, including CCaaS and digital experience ecosystems
Develop AI / GenAI-driven CX transformation roadmap, embedding automation and intelligence into customer journeys
Build and institutionalize reusable assets and accelerators:
Customer journey frameworks
Analytics and insight engines
Industry-specific CX solutions
Establish partnerships with technology providers and ecosystem players
Create analytics strategy for customer experience measurement and optimization
Drive standardization of process frameworks and CX design methodologies
3. Transformation Execution
Objective: Execute CX transformation programs on scale
Lead end-to-end CX transformation programs, including:
Process redesign
Digital platform deployment
AI/automation implementation
Organizational change management
Operationalize CX strategy across channels, touchpoints, and customer lifecycle stages
Drive cross-functional alignment across:
Operations
Technology
Marketing & Sales
Deploy CX platforms (CCaaS, CRM, AI tools) and ensure seamless integration
Enable a customer-centric culture through governance, training, and leadership alignment
Lead global, cross-functional teams and transformation pods to deliver programs effectively
4. Value Realization & Continuous Improvement
Objective: Ensure measurable business impact and sustained value
Define and track value realization metrics, including:
NPS / CSAT
Cost optimization
Productivity improvement
Revenue impact
Establish continuous feedback loops across customer journeys
Institutionalize a continuous improvement culture across CX operations
Drive data-driven decision-making through advanced analytics and reporting frameworks
Ensure transformation programs evolve through optimization, scaling, and innovation
Own overall transformation outcomes and ROI realization, not just delivery
Governance Responsibilities
Drive end-to-end CX transformation across clients
Work with integrated teams across:
Advisory
Product/Assets
Delivery
Value realization
Drive collaboration across business, technology, and operations to eliminate silos
Skill Requirements
Key Skills & Competencies
Deep expertise in CX strategy, operations, and digital transformation
Strong experience in AI / GenAI-led CX transformation
Proven track record in CCaaS and CX platform deployment
Strong stakeholder management
Data-driven mindset with strong analytical and problem-solving skills
Experience leading large-scale transformation and change programs
Other Requirements
Experience & Qualifications
15+ years of experience with minimum 10+ in CX transformation
Deep industry experience in Telecom, BFSI, Technology, Manufacturing, or Retail
10+ years in contact center / customer operations
Bachelor’s degree required
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