CX Transformation Sales and Solutions – AGM – Pan India

Job Title: CX Transformation Sales and Solutions – AGM

Location: Pan India

  

Experience Requirements and Qualification:

15+ years of experience in BPM/IT/consulting/customer operations, with significant exposure to CX transformation, sales, presales or solutioning.

Graduate degree required; MBA/PGDM preferred.

Lean Six Sigma, design thinking, customer journey mapping, COPC or equivalent CX/process excellence certification will be an advantage.

Prior leadership experience in managing cross-functional pursuit teams or transformation teams is preferred.

Lead proactive and reactive CX transformation pursuits from opportunity qualification to proposal, client pitch, solution defence and closure support.

Develop CX transformation roadmaps covering customer journeys, contact center modernization, omnichannel engagement, digital adoption, automation and analytics-led experience improvement.

Create and own value propositions, business cases, cost-benefit models and transformation benefit commitments for client opportunities.

Partner with delivery, technology, transition, pricing, consulting and alliance teams to create integrated CX solutions and commercials.

Engage CXO and senior client stakeholders as an industry and business advisor on customer service transformation and digital customer operations.

Build and maintain reusable sales collaterals, proposal templates, demos, client case narratives, benchmarks and solution accelerators.

Guide SMEs, transformation consultants, black belts, contextual masters and technology resources during pursuit solutioning and delivery mobilization.

Drive governance around transformation benefits, milestone realization, transition readiness and solution handover to delivery teams.

Domain and Process Expertise:

Strong understanding of contact center operations, digital customer support, omnichannel service, customer journey design and customer service KPIs.

Experience across domains such as BFSI, telecom, retail, utilities, healthcare, manufacturing, travel, media or high-tech will be valuable.

Ability to connect CX levers with business outcomes including NPS/CSAT improvement, AHT optimization, FCR improvement, channel deflection and cost-to-serve reduction.

Working knowledge of CRM, conversational AI, knowledge management, speech/text analytics, workforce management and quality platforms.

Sales, Solutioning and Transformation Competencies:

Consultative selling and senior stakeholder communication with ability to translate customer pain points into transformation themes.

Experience creating RFI/RFP responses, SOW inputs, solution narratives, pricing assumptions, transition approach and client presentations.

Ability to work with automation, AI/ML, GenAI, analytics and platform teams to design integrated CX transformation solutions.

Strong presentation, storytelling, commercial acumen and ability to balance strategic vision with operational execution detail.