VP - CX & BO Innovation

Job Description

Role Overview The VP of CX & BO Innovation will spearhead the strategic development and implementation of transformative and innovative projects across our Customer Experience (CX) and Back Office (BO) operations within the contact centre environment. This pivotal role involves identifying technology opportunities, translating them into tangible operational enhancements, engaging directly with clients to provide solutions and articulate implementation strategies, and overseeing deployment. The role will c hampion the technology strategy for CX and BO capabilities, ensuring optimal utilisation and performance of all relevant transformation areas within our operational facilities . This role r eports to the VP of Capabilities and collaborates closely with the senior management and sales teams to ensure seamless client interactions and the delivery of exceptional outcomes. Mandatory Skillset: Extensive leadership experience within the contact centre BPO industry, with a demonstrable track record in driving transformation within Customer Experience and Back Office operations. Deep understanding of emerging digital technologies relevant to c ontact centres, such as automation, AI, analytics, and digital communication channels. Ability to develop and implement comprehensive technology strategies aligned with business goals. Strong project management skills with a focus on the successful implementation of solutions in operational environments. Strong analytical skills to interpret data, identify trends, and develop data-driven solutions. A deep understanding of contact centre operations and the ability to translate technology into tangible operational improvements. Strong financial acumen, including budget management and ROI analysis. Solid experience with MS Office 365 and relevant technology platforms. Key Behaviours: Exceptional leadership and team management skills with the ability to inspire and develop high-performing teams. Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels. Proven ability to engage with clients, understand their business challenges, and articulate solutions effectively. Demonstrated ability to build strong relationships with internal and external stakeholders. Excellent analytical and problem-solving skills. Proactive, highly self-motivated, and results-oriented. Strong decision-making skills. Ability to thrive in a fast-paced and evolving environment. Strong verbal and written skills with meticulous attention to detail. Qualifications and Experience: Bachelor's degree in Business Administration, Information Technology, or a related field (Master's degree preferred) or p roven experience in leading transformation initiatives within the contact centre BPO sector. Professional certifications in project management (e.g., PMP, PRINCE2 ) and/or relevant technology platforms. Experience with change management methodologies and practices. Knowledge of compliance standards such as GDPR, ISO9001, ISO 27001. Experience in financial analysis and budget management . Demonstrated success in managing large-scale transformation projects