Vertical Transformation Consultant

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