- Delivering end-to-end contact center digital transformation projects for the client· Market research across best-in class practices, contact center demands, evolving trends etc.· Understand client digital transformation needs & consult/provide customized solutions, develop business case· Well versed with process diagnostics, due-diligence, blueprinting activities etc. and savvy with PowerPoint and Excel· Understand, propose and pitch the key levers/differentiators to the client· Participation in special / strategic projects from time to time· Excel in developing strong client dialogue, across all levels- Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices- Experience in CX transformation opportunity identification, solutioning, comparative studies keeping in mind customer effort reduction, improve straight through processing- Exposure to contact center economics through improved channel containment, right channeling methodology etc.
