CX Technology Transformation Lead

Key Responsibilities :

• Lead, mentor, and develop a team of CX technology specialists, fostering a culture of innovation and excellence.
• Define and execute the CX technology transformation strategy, covering areas like CRM, contact center, digital channels, and analytics.
• Oversee the full project lifecycle, from ideation, design, development, deployment and post-launch optimization.
• Identify, evaluate, and champion the adoption of emerging technologies, particularly Generative AI (Gen AI), to revolutionize customer interactions, personalize experiences, and automate support functions.
• Manage stakeholder expectations, project timelines, budgets, and quality standards.
• Drive change management and ensure successful adoption of new CX platforms across the organization.

Required Skills & Experience :