Job Description

Job Title: Head of Customer Experience Solution ArchitectLocation: Chennai / Bangalore / MumbaiCompany Overview: Our client is a dynamic and forward-thinking organization committed to revolutionizing customer experiences across various industries. With a focus on innovation and excellence, we strive to deliver end-to-end CX solutions that drive business growth and exceed client expectations.Position Overview: We are seeking a visionary leader to fill the role of Head of Customer Experience Solution Architect. The ideal candidate will possess extensive experience and domain expertise in customer experience transformation across multiple industries. This role will be responsible for establishing and leading the Customer Experience solutioning practice, leveraging our consulting and technology assets to create innovative, competitive, and deliverable solutions.Responsibilities:

• Lead the end-to-end solutioning process, from client requirements mapping to operating models, technology integration, transition, transformation, and costing.

• Develop and implement a strategic solutions strategy, leveraging the best of capabilities and resources to design winning solutions.

• Collaborate closely with industry groups, business partners, domain SMEs, and internal stakeholders to ensure alignment and integration of solutions across the organization.

• Design and present innovative, disruptive CX technologies and solutions that drive transformative business outcomes for clients.

• Serve as the CX domain SME, providing expertise across omnichannel and digital/cognitive technologies, including IVR, SMS, email, chat, voice, AI, sentiment analytics, and more.

• Act as the primary advisor on industry-specific solutions and transformation, going beyond traditional contact/customer centers to address client needs in areas such as subscriber management, reservations, trade desk, etc.

• Develop and maintain solution models for costing, pricing, and delivery management reviews, ensuring alignment with client requirements and business objectives.

• Prepare and present client-facing materials, including RFX responses, process flows, presentations, demonstrations, etc., to effectively communicate solution value propositions.

• Provide guidance on regulatory and compliance requirements within the solution, ensuring adherence to industry standards and best practices.

• Utilize financial acumen to design value propositions, service levels, business outcomes, and business cases that meet client requirements and drive business growth.

• Understand prospective client\'s CX and business requirements to serve as a trusted advisor on their business transformation journey.

• Bachelor\'s degree in Business Administration, Computer Science, Engineering, or related field. Master\'s degree preferred.

• Extensive experience of over a decade in senior-level solution architect role, with a focus on customer experience transformation.

• Proven track record of success in solutioning and winning large, complex, and industry-specific CX BPO deals.

• Entrepreneurial mindset with a passion for building next-generation CX operations services businesses and creating disruptive offerings.

• Strong leadership and communication skills, with the ability to inspire and influence cross-functional teams and senior stakeholders.

• Exceptional analytical and problem-solving skills, with a strategic mindset and a focus on driving results.

• Experience with CX technologies, omnichannel solutions, AI, sentiment analytics, and other relevant tools and platforms.

Saaki Argus & Averil Consulting