Lead Transformation Consultant Candidate Specification: Job description: Responsible for enhancing customer experience in contact centre and service desk operation. Work with the client and the operations team to create a transformation road map which cuts across all transformation levers including process transformation, lean-six sigma, analytics, deployment of chatbots/customer/ vendor portals and other platforms. Manage transformation initiatives which have been identified as a part of the transformation road map and ensure timely delivery with targeted business outcomes. You will actively communicate with client and internal stakeholders, provide status updates on transformation programs, and ensure coordination across all stakeholders. Identify and define Digital offerings that can be taken to CS/Service Desk clients Understand specific market dynamics and customize the strategy for the service line Drive pursuits starting from understanding clients? requirement to working with the internal team to craft winning solutions Identify/recruit consultants while mentoring and guiding their career development Drive and lead specific white papers/point of view in order to improve the impact in market place