COMPANY OVERVIEW:

This is a leading operations management and analytics company that helps businesses enhance growth and profitability. The company integrates analytics, automation, benchmarking, BPO, consulting, industry best practices and technology platforms to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance.

The Analytics Practice provides data-driven, action-oriented solutions to business problems through statistical data mining, cutting edge analytics techniques and a consultative approach. The company takes an industry-specific approach to transform clients’ decision making and embed analytics more deeply into their business processes. The global footprint of nearly 10,000 data scientists and analysts serves the insurance, healthcare, banking, capital markets, utilities, retail and e-commerce, travel, transportation and logistics industries.

This US based company has more than 58,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), Latin America, Australia and South Africa.

POSITION OVERVIEW:

We are seeking an experienced Customer Experience (CX) Consulting Lead to drive large-scale enterprise transformation initiatives. This role is ideal for a candidate with strong consulting experience, functional knowledge of CX transformation levers, and a proven ability to deliver measurable business outcomes. The Consulting Lead will work closely with business and technology leaders to design, implement, and scale customer-centric transformation programs.

RESPONSIBILITIES:

CX Transformation Leadership

• Lead end-to-end CX transformation engagements, from discovery and design through implementation and value realization.
• Translate customer and business needs into actionable CX strategies and roadmaps.
• Align transformation initiatives with enterprise priorities and measurable business outcomes.

Consulting & Advisory

• Act as a trusted advisor to senior stakeholders, shaping strategic discussions on CX, digital, and operational transformation.
• Conduct assessments to identify customer pain points, operational inefficiencies, and opportunities for automation and digital enablement.
• Build strong business cases to justify investment in CX transformation programs.

Functional Expertise

• Apply deep understanding of key CX levers including:
• Contact elimination and containment
• Conversational AI (voice and chat)
• Agent Assist and automation tools
• Workforce Management (WFM) and Quality Management (QM)
• Omni-channel experience design
• CCaaS migrations and platform modernization
• Partner with cross-functional teams (operations, technology, analytics, digital) to deliver integrated solutions.

Program & Change Management

• Lead multi-workstream transformation programs with clear timelines, KPIs, and governance structures.
• Ensure smooth change adoption through stakeholder alignment, communication, and training initiatives.
• Track and report program outcomes, ensuring ROI and continuous improvement.

PREFERRED PROFILE:

• 5–8 years of progressive experience in CX consulting, transformation, or customer strategy roles (preferably with top consulting firms, BPOs, or large enterprises)
• Proven track record of leading enterprise-wide transformation initiatives across industries such as financial services, retail, healthcare, utilities, or insurance.
• Strong knowledge of CX transformation levers (digital self-service, conversational AI, agent assist, automation, CCaaS, WFM/QM).
• Excellent problem-solving, storytelling, and communication skills with the ability to influence senior executives.
• Experience managing cross-functional programs with complex stakeholder landscapes.
• Strong analytical skills with the ability to link CX improvements to business and financial outcomes.
• Experience in contact center operations and technology modernization.
• Familiarity with leading platforms such as Genesys, NICE, Five9, Avaya, Google CCAI, Microsoft Copilot, Amazon Connect, etc.
• MBA or equivalent advanced degree in business, strategy, or related field.
• Exposure to data-driven CX analytics and business case modeling.

LOCATION: Hybrid in NYC/NJ Metro

Job ID# 3443390

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