Director - CXM Practice

Location:

Exp:

Reporting:

Our client is a global analytics services and solutions company.

Our Client's capabilities range from Advanced analytics and Data Management to Data Visualization, Big Data, and Machine Learning. Their uniqueness is in bringing the right mix of technology and business analytics to create sustainable white-box solutions that are transitioned to their clients at the end of the engagement. We do this cost-effectively using a global execution model leveraging our clients' existing technology and data assets. We also come in with some strong IP and pre-built analytics solutions and accelerators. 

As a Director in CXM Practice, you will:

1. Define CX Strategy & Roadmap - shape end-to-end customer experience strategies and analytics roadmaps tailored to client business goals and industry dynamics

2. Lead cross-functional teams in delivering scalable, data-driven CX use cases across acquisition, engagement and retention Contribute to presales, solutioning and CX proposal development;

3. Build reusable assets, frameworks and client success stories. 

4. Assist in expanding the portfolio of CXM solutions and accelerators focusing on niche and advanced technologies

Must-Have Skills:

1.15+ years of experience in customer experience transformation, analytics consulting, or CRM strategy across enterprise clients

2.  Exposure to industries like BFSI, Retail, CPG or Healthcare with understanding of domain specific CX challenges 

3.   Skilled in translating complex customer data into insights using segmentation, journey analytics, lifetime value models, etc. 

4. Experience enabling use cases such as churn prediction, next-best-action, personalization and customer intent prediction using predictive modelling.

 5. Proven track record in client-facing roles involving CX discovery, solution blueprinting, stakeholder management and cross-functional alignment 

6. Effective communication skills and adept at building impactful presentations