Customer Experience Manager

As a CX Technology Specialist, your role will involve leading, mentoring, and developing a team to foster a culture of innovation and excellence within the organization. You will define and execute the CX technology transformation strategy, encompassing CRM, contact center, digital channels, and analytics. Your responsibilities will also include overseeing the full project lifecycle, from ideation to post-launch optimization, and identifying, evaluating, and championing the adoption of emerging technologies, particularly Generative AI (Gen AI), to enhance customer interactions and automate support functions. Additionally, you will be managing stakeholder expectations, project timelines, budgets, and quality standards, as well as driving change management to ensure successful adoption of new CX platforms. Key Responsibilities: - Lead, mentor, and develop a team of CX technology specialists - Define and execute the CX technology transformation strategy - Oversee the full project lifecycle - Identify, evaluate, and champion the adoption of emerging technologies, particularly Generative AI (Gen AI) - Manage stakeholder expectations, project timelines, budgets, and quality standards - Drive change management and ensure successful adoption of new CX platforms Qualifications Required: - 8+ years of experience in CX technology implementation and transformation, with at least 3 years in a leadership role - Proven expertise in CRM platforms, contact center technologies, digital CX platforms, and data analytics - Demonstrated ability to implement Gen AI solutions for CX enhancement - Strong project/program management skills, with Agile methodologies preferred - Excellent communication, negotiation, and stakeholder management abilities - Deep understanding of the Indian market and customer landscape - Bachelor's or Master's degree in Engineering, Computer Science, or a related technical field As a CX Technology Specialist, your role will involve leading, mentoring, and developing a team to foster a culture of innovation and excellence within the organization. You will define and execute the CX technology transformation strategy, encompassing CRM, contact center, digital channels, and analytics. Your responsibilities will also include overseeing the full project lifecycle, from ideation to post-launch optimization, and identifying, evaluating, and championing the adoption of emerging technologies, particularly Generative AI (Gen AI), to enhance customer interactions and automate support functions. Additionally, you will be managing stakeholder expectations, project timelines, budgets, and quality standards, as well as driving change management to ensure successful adoption of new CX platforms. Key Responsibilities: - Lead, mentor, and develop a team of CX technology specialists - Define and execute the CX technology transformation strategy - Oversee the full project lifecycle - Identify, evaluate, and champion the adoption of emerging technologies, particularly Generative AI (Gen AI) - Manage stakeholder expectations, project timelines, budgets, and quality standards - Drive change management and ensure successful adoption of new CX platforms Qualifications Required: - 8+ years of experience in CX technology implementation and transformation, with at least 3 years in a leadership role - Proven expertise in CRM platforms, contact center technologies, digital CX platforms, and data analytics - Demonstrated ability to implement Gen AI solutions for CX enhancement - Strong project/program management skills, with Agile methodologies preferred - Excellent communication, negotiation, and stakeholder management abilities - Deep understanding of the Indian market and customer landscape - Bachelor's or Master's degree in Engineering, Computer Science, or a related technical field