Transcom · 2 days ago

Senior Director CX Advisory Services

United States

Full-time

Remote

Senior Level, Lead/Staff, Director/Executive

5+ years exp

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Delivery ServiceSoftware

Hiring Manager

Carolyn Lewandowski

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Responsibilities

CX Management

Build, standardize, and establish global methodologies supporting CX management

Oversee the delivery of projects focused on both CX management and business process improvements of our existing clients and/or prospective clients

Taking ownership of developing CX Solutions to fit client requirements

Deliver customer-centric analytics that are related to the evolution of the customer experience

Deliver business-centric insights and recommendations that are aimed towards the achievement of our clients’ overall business objectives

Drive the development of our Business Value Proposition

Contribute to the conceptualization and development of Solution Sets and Value Proposition across teams (primarily with Product Management, Digital Teams, Sales, and Solutions) by sharing findings and results from insight-driven research

Be directly engaged and participate in the collection of information, generation of insights and recommendations to address various business opportunities

Contribute to (or in most cases, take the lead in) organizational efforts and initiatives that develop the go-to-market strategies of innovation pipeline

Assist in establishing a solid process that supports the strategic implementation of innovation ideas, innovation pilot plans, and innovation priorities

Qualification

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Customer Experience ManagementGlobal CX StrategiesCustomer InsightsCross-Country Team ManagementCX ProcessesBusiness DevelopmentSelf DevelopmentEnglish C1

Required

Minimum five years of experience in a similar post, demonstrating capabilities of establishing Customer Experience Management teams within large organizations.

Experience in implementing global CX strategies, i.e., experience and knowledge in deploying value add services, innovation ideas, and CX processes.

Experience and interest in managing and effectively communicating with cross-country team members.

Knowledge and experience in working with various Customer Experience Management structure and models.

High flexibility within different types of working environment.

English: C1 – Effective Operational Proficiency or Advanced.