Vertical Transformation Advisor

Job Details :

As an Operations Vertical Transformation Consultant you drive digital innovation and process optimization within a specific vertical (Trust & Safety, BFSI, Tech & Gaming, CX). As the primary transformation advisor for key accounts, you translating industry-specific challenges in our customers’ operations into actionable solutions that deliver measurable improvements in operational efficiency and customer satisfaction while ensuring profitable growth and cost reduction.

• Lead end-to-end transformation initiatives for assigned accounts in CX operations, including assessment, solution design, and implementation oversight to improve operational KPIs and internal cost structures
• Develop vertical-specific optimization strategies targeting improvement in operational KPIs, ensuring alignment with overall business objectives
• Partner with customers to identify opportunities for digital innovation and automation
• Design and facilitate strategic workshops to map current customer journeys and develop transformation roadmaps
• Collaborate with cross-functional teams to design and implement solutions that enhance customer experience and operational efficiency, leveraging "quick wins" to improve loyalty, retention, and operational excellence
• Prepare and present data-driven insights on transformation opportunities and their impact on operational KPIs and internal cost structures
• Partner with product teams to influence the CX product roadmap, integrating new features into customer strategies