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Transcom · 3 weeks ago

VP CX Advisory Services

United States

Full-time

Remote

Director/Executive

10+ years exp

Transcom is a global customer experience specialist, and they are seeking a Vice President of CX Advisory Services. This role involves architecting customer experience excellence, bridging business development and operations, and transforming client CX strategies through data-driven insights and digital transformation.

Delivery ServiceSoftware

Hiring Manager

Carolyn Lewandowski

Responsibilities

Lead deep-dive "Discovery" workshops with Fortune 500 clients to identify pain points in their current customer lifecycle

Design and execute omnichannel journey maps that integrate human touchpoints with digital self-service

Identify "White Space" opportunities for clients to implement AI, automation, and proactive service models

Act as a Subject Matter Expert for high-value accounts, providing quarterly business reviews (QBRs) that focus on long-term CX maturity rather than just KPIs

Support the Sales/Solutions team in the RFP process by designing the CX Vision for prospective clients

Drive "Land and Expand" strategies by identifying where advisory services can solve client business problems

Partner with internal teams to turn raw contact center data into actionable "Voice of the Customer" (VoC) insights

Develop proprietary CX frameworks and maturity models that differentiate our BPO from competitors

Track and report on high-level impact metrics: NPS, CSAT, CES (Customer Effort Score), and Customer Lifetime Value (CLV)

Serve as the face of the company’s CX expertise at industry conferences, webinars, and in white papers

Internalize market trends (AI, Generative CX, Gig-economy labor) and educate internal teams on how to leverage them

Qualification

Customer ExperienceManagement ConsultingCX Tech StackData AnalyticsStorytellingOptimismTransparencyCommunication SkillsTeam CollaborationNegotiation Skills