Develop and drive customer experience transformation across EXL’s key growth and strategic accounts; focusing on the client’s Front Office including Customer Acquisition and Customer Service.
Build customer experience revenue through value-led relationships with clients and originate annual revenue using a team sales approach working with EXL sales, consulting teams and executive leadership.
Develop customer experience journeys for key clients and prospective pursuits, prioritizing digitally powered customer experience interventions and leading those implementations. Conduct value analysis, drive business use case development to convert sales.
Play an active role in all aspects of projects, from hypothesis development, prototyping and delivery leveraging design thinking and agile delivery methodologies; working with client leadership and internal staff spanning analysts, architects, developers, modelers and data scientists.
Proposal development and presentations to client executive management with opportunities to drive internal research and development to shape industry wide solutions and transformations.
Accountable for global project/delivery and execution within timelines, scope and budgets as committed to clients.
Extensive experience creating detailed Customer Journey Maps and implementing solutions, leveraging Design Thinking and Agile and driving tangible results in CSAT/NPS improvement.
Use of automation (RPA)/analytics & other digital interventions to drive improvement in customer experience.
Well versed with Customer Experience Tools, Journey Mapping, Persona Def, and Customer Segmentation.
Strong Change Management Skills.
Strong combination of industry domain, technology and consultative / consultative selling skills.
Prior consulting background in a delivery management and oversight capacity.
Skilled in rapid prototyping of digital solutions using design thinking and agile delivery.
Thought Leadership on industry customer experience shifts in EXL’s 5 industries of focus: Financial Services, Insurance, Travel/Transportation, Utilities and Healthcare.
Combination of strategic and analytical insights with a passion for technology.
Ability to work in a global delivery model. Good understanding of agile and DEVOPS approach and ability to implement automation in an operations infrastructure.
Depth of knowledge and previous experience in customer experience tools, such as Medallia and Verint are desired.
Strong preference to candidates with implementation of CX strategies who also have Robotic Process Automation project delivery and Systems Integration/Enterprise Architecture experience.
Excellent track record of academic and managerial or professional achievement with proven experience of leadership in a work setting and/or through extracurricular activities.
Preference toward candidate with experience working at startups or Blue-Chip companies in one or more of the following Financial Services, Insurance, Travel/Transportation, Utilities and Healthcare.