AVP - CX Solutions and Insights

Roles & Responsibilities:

• Establish a clear roadmap for leveraging analytics to enhance customer journeys and drive business outcomes.
• Work with the larger solutioning teams to identify relevant CX analytics offerings to new deals- RFP/RFI.
• Participate in solution development for strategic deals; coordinate and align inputs from multiple teams / stakeholders into coherent win themes
• Collaborate with executive leadership, marketing, sales, and operations teams to align CX analytics objectives with broader organizational goals.
• Analyse customer data and draw insights / recommendations
• Translate customer data into strategic insights that inform product innovation, personalization efforts, and process improvements.
• Work with customers to understand business drivers, root cause analysis and process maps
• As-Is and To-Be system definition
• Mine existing client relationships to identify new opportunities for strategic engagements
• Advocate for and implement AI/ML solutions, automation, and NLP for advanced analytics capabilities
• Oversee the application of predictive and prescriptive analytics, such as churn prediction, sentiment analysis, and behaviour modeling
• Prepare a road map for the competency/industry segment in form of competitive service offerings.
• Prepare compelling sales pitches and win themes for proposal responses and proactive pursuits

Qualification & Experience: 

- MBA/PGDBM/PGDM / Operations Research (Full Time)

- 12-16 years of relevant solutioning, analytics consulting, requirements gathering and business development experience (primarily contact centers and CX)

• Worked in GenAI projects in the CX space will be an added advantage.