Head of Customer Experience

As a Customer Experience Leader at HCL, you will leverage your 20 years of experience in Customer Experience and Process Excellence to create, manage, and execute the customer experience strategy for our clients. In this global leadership role, you will craft customer journeys and establish world-class experiences for our clients" customers. Collaboration and innovation are key as you set strategies and initiatives for business processes, digital transformation, technology, and organizational enhancements. Your responsibilities will include developing a Customer Experience strategy that integrates with all business functions to consistently deliver exceptional end-to-end customer experiences across various stages, channels, and touchpoints. You will engage with customer-facing teams to gather feedback, derive insights for improvements, and instill a customer-centric approach in all interactions. Additionally, you will lead the deployment of CCAS platforms, drive AI/Gen-AI adoption, measure delivery ROI, and implement analytics strategies for service excellence. Key Skills and Competencies for this role include experience in driving customer experience strategies for Technology, Manufacturing, and Retail clients, proficiency in CCAS and Customer Experience platforms, strong business insight, emotional intelligence, and the ability to work effectively in a dynamic environment. You should possess strategic thinking, analytical skills, and the capacity to lead teams through change while maintaining a customer-focused mindset. Ideal candidates will hold a Bachelor's degree (Master's degree preferred) and have a minimum of 20 years of relevant experience, with at least 15 years dedicated to driving customer experience strategies. A background in managing Contact Centre operations for over 10 years is also required. If you are seeking a challenging opportunity to shape customer experiences, drive transformation, and deliver exceptional results, we invite you to apply for this position. This role is based in India.,