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Technical Head - Customer Experience Centre
ConfidentialMumbai17 days ago
Job descriptionDefine and execute a visionary technology strategy that transforms the Customer Experience Centre into a globally recognized hub of innovation and excellence. Drive the digital transformation roadmap by integrating advanced technologies, including AI, machine learning, and Generative AI, to enable hyper-personalized customer experiences. Align technology initiatives with the organization's broader strategic objectives, ensuring scalable and future-ready solutions. Ensure adherence to regulatory requirements, data privacy standards, and security protocols. Develop and implement risk mitigation strategies to protect technology assets and customer data. Establish robust disaster recovery and business continuity plans. Oversee the design, development, and maintenance of the technology stack, including CRM platforms, cloud solutions, and contact centre systems. Ensure a robust, scalable, and secure IT infrastructure that supports high-volume customer interactions across multiple channels (voice, chat, email, social media, etc.). Optimize technology performance and uptime to achieve and exceed SLA targets. Lead the implementation of enterprise-grade cybersecurity measures, ensuring data integrity and compliance with global regulations. Pioneer the adoption of emerging technologies such as conversational AI, advanced analytics, blockchain, and augmented / virtual reality to redefine customer engagement models. Establish a culture of innovation by introducing proof-of-concept initiatives, testing disruptive technologies, and scaling impactful solutions. Identify opportunities to automate, streamline, and digitize processes, optimizing the efficiency and scalability of the Customer Experience Centre. Own the technology budget, ensuring cost optimization and delivering measurable ROI on technology investments. Balance the dual objectives of driving innovation and maintaining operational efficiency. Implement scalable and cost-effective solutions to meet the demands of a growing and dynamic customer base. Be the executive champion for customer experience excellence, ensuring every technology decision enhances customer satisfaction, loyalty, and advocacy. Monitor global trends in customer expectations and competitor strategies to ensure the organization remains at the forefront of industry innovation. Develop advanced analytics frameworks to capture and analyze real-time customer insights, behavioral trends, and satisfaction metrics. Leverage predictive and prescriptive analytics to enhance decision-making and proactively address customer needs. Implement comprehensive reporting dashboards to provide executive leadership with actionable insights into performance, risks, and opportunities. Act as the technology liaison to the C-suite, board of directors, and other senior leaders, providing strategic insights and actionable recommendations. Manage relationships with key technology vendors, external partners, and outsourced service providers to maximize value and drive innovation. Collaborate with global stakeholders to ensure alignment across regional and international operations.
Job Purpose :
- Responsible for defining, developing, and driving the technological vision for the organization's customer experience initiatives.
- Lead the adoption of cutting-edge technologies, ensure seamless system integration, and build scalable solutions to deliver superior customer engagement across all touchpoints.
- Oversee the end-to-end technology infrastructure of the Customer Experience Centre, ensuring operational excellence, data security, and innovative service delivery.
- Serve as a strategic technology visionary with deep knowledge in customer experience frameworks, network architecture, call center technologies, omnichannel systems, AI, and data analytics.
Key Result Areas & Supporting Actions :
Strategic Leadership
Compliance and Risk Management
Technology Infrastructure Management
Innovation and Transformation
Operational and Financial Excellence
Customer Experience Advocacy
Data-Driven Decision Making
Stakeholder and Partner Management
Skills Required
Operational Excellence, Customer Experience, omnichannel , Data Security, Data Analytics
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Centre Head • Mumbai
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