Senior Director Insights and Innovation

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About the role:

Senior

Position overview

As a Senior Director of Insights and Innovation you drive enterprise-wide excellence initiative and transformational change across global CX operations. You lead a team of business process professionals to deliver superior customer outcomes while ensuring profitable growth through innovative solutions and process optimization. You manage the performance, drive engagement and foster development of your teams.

Key responsibilities

• Spearhead end-to-end customer journey mapping initiatives to identify opportunities, resolve pain points, and implement sustainable solutions
• Create and nurture a network of vertical and subject matter experts to drive innovation and best practices across global operations
• Develop and implement comprehensive account-specific strategies to enhance profitability and deliver actionable insights to customers
• Drive consistent delivery of operational excellence initiatives and transformational projects
• Drive digital innovation initiatives by identifying process optimization opportunities and collaborating with IT and product teams
• Establish and maintain global standards for customer experience excellence and operational efficiency
• Champion a culture of continuous improvement and change management across the organization
• Lead and develop a high-performing, highly engaged team, providing guidance, support, and mentorship to ensure the team stays ahead of industry trends and emerging technologies

Core competencies

• Giving support, focusing on customers, embracing technology, managing self-development

Leadership competencies

• Providing leadership, leading change, building effective teams, managing stakeholders

Functional competencies

• Expert knowledge of business process excellence methodologies
• Advanced strategic consulting capabilities with proven ability to drive large-scale transformations
• Strong business acumen with demonstrated ability to translate complex data into actionable insights
• Deep understanding of BPE technology, agent tooling, and digital innovation solutions
• Expert client relationship and senior stakeholder management, with the ability to influence and negotiate
• Ability to evaluate key business challenges and direct the development of new or innovative solutions

Qualifications

• 10+ years of progressive experience in management consulting, business process excellence, or related field; 7+ years of managerial experience
• Bachelor's degree in Business Administration, Engineering, or related field; MBA or equivalent experience preferred
• Advanced certifications in relevant process improvement methodologies
• Proficient oral and written English